Technical Customer Support

Community Brands; Cebu City; Hybrid; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Optical benefits

Flexible PTO

Hybrid work

Life Insurance

Work-life balance

Community involvement

Job summary

Momentive Software is seeking a problem-solving Customer Support Specialist in the Philippines to troubleshoot independently in a non-scripted environment. You will build strong client relationships, learn the inner workings of a member-management SaaS platform, and train clients on how to use a highly configurable product.

You will collaborate with Product Development to address bugs, provide case status reports, and maintain high service levels while communicating complex technical concepts in

Qualifications

• Strong technical skills with MS Word, PowerPoint, Excel, MS Outlook Windows/macOS, browsers, networking fundamentals, software installs, Microsoft 365.
• Experience with HTML and CSS; JavaScript knowledge is an advantage.
• Ability to troubleshoot independently in a non-scripted support environment and communicate clearly.

Responsibilities

• Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
• Learn the inner workings of a member-management SaaS platform
• Troubleshoot and resolve client reported issues
• Train clients on how to best use a highly configurable platform
• Provide reporting to clients on the status of support cases
• Work with the Product Development team to address bugs and advance the product.

Skills

MS Word

PowerPoint

Excel

MS Outlook

browsers

networking fundamentals

software installs

Microsoft 365

HTML

CSS

JavaScript

independent problem solving

communication

ticketing systems

Education

CompTIA A+ certifications

ITIL Foundation certifications

Tools

ServiceNow

Zendesk

Freshdesk

Jira

Salesforce

Job description

Job Description

This role works in a non-scripted support environment, specialists are expected and required to troubleshoot independently and think through problems, rather than follow a fixed call flow or script.

How you will make a significant impact:

• Build and maintain respectful and collaborative relationships with clients through responsiveness, expertise and awesome customer service
• Learn the inner workings of a member-management SaaS platform
• Troubleshoot and resolve client reported issues
• Train clients on how to best use a highly configurable platform
• Provide reporting to clients on the status of support cases
• Work with the Product Development team to address bugs and advance the product.

What you bring:

• Strong technical skills with the following: MS Word, PowerPoint, Excel, MS Outlook Windows/macOS, browsers, networking fundamentals, software installs, Microsoft 365
• Experience with HTML and CSS
• JavaScript knowledge & experience is an advantage
• Demonstrates confidence and professionalism in conversations without sounding scripted.
• Naturally builds rapport, adapts communication style to different audiences, and effectively guides discussions toward desired outcomes.
• Ability to work well in a team environment and collaborate with all levels of staff
• Capability to manage up and escape as needed depending on the situation
• Prior experience supporting various software applications is an advantage.
• Aptitude to multi-task and prioritize while staying organized and managing time effectively
• Capacity to handle difficult situations effectively in a fast-paced environment
• Ability to understand technical jargon and communicate it to clients who have limited technical knowledge, simplify Technical Concepts, translate technical jargon into plain language for non-technical customers.
• Capability to think and act independently and apply critical thinking, gather facts quickly, eliminate possibilities, identify patterns, decide under pressure
• Excellent interpersonal skills, with a positive, friendly, and helpful attitude, handles frustrated customers, manage expectations, maintain ownership until resolution.
• Ticketing Systems knowledge is a plus! (ServiceNow, Zendesk, Freshdesk, Jira, Salesforce; document issues, update tickets, track resolutions, follow SLAs)
• Ability to actively listen, understand the real issue, clarify vague descriptions, avoid assumptions.
• Customer Management - handle frustrated customers, manage expectations, maintain ownership until resolution
• Product Learning Agility - learn new products quickly, read knowledge-based articles, stay current on updates
• Documentation - write clear ticket notes, root-cause findings, and resolution summaries- speak naturally, build rapport, adapt communication style, guide the conversation
• Nice to haves, CompTIA A+ and ITIL Foundation certifications.

#LI-AC1 #momentivesoftware

About Us

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive's cloud-based software and services to address their most pressing challenges - from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough - so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.

Why Work Here?

At Momentive Software, we're a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you're looking for a place where your work matters and your ideas are valued, you'll find it here.

• Medical, Dental & Optical Benefits including Dependents
• Flexible Planned Paid Time Off and Sick Leave
• Inclusive and Welcoming Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company-Paid Life Insurance Coverage
• Hybrid Work Arrangement
• Hazard Pay

Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity, minimum age of 18, eligibility to work in the Philippines (without sponsorship), and to complete the required employment eligibility verification form upon hire.