Customer Support Specialist I

Momentus Technologies; Cary (NC); Remote; USD 55,000 - 90,000; Full time

Job summary

Momentus is seeking a Support Specialist to assist clients with technical support via email, phone, and online training. You will test new features, set up new accounts, and gather feedback for the product team.

This role requires strong communication, 2+ years in customer service at a SaaS company, proficiency with MS Excel, SQL/Databases, and reporting tools such as Crystal Reports, DevExpress, and MS Access. Weekend on-call availability is expected.

Qualifications

• 2+ years of customer service experience, ideally in a high growth SaaS company.
• Excellent phone and email communication.
• Experience with report-writing tools and relational databases (e.g. DevExpress, Crystal Reports, SQL or MS Access).
• Availability for on-call support over the weekend a few times a year.

Responsibilities

• Become an expert user on Momentus software and stay updated with new features.
• Collaborate with customers and the development team to resolve software errors.
• Test new functionality and bug fixes prior to release.
• Escalate unresolved requests to a Senior Support Specialist.
• Provide user training on specific features or modules.
• Maintain and oversee file server cleanup and maintenance.
• Build local Momentus sites for testing.
• Be a trusted resource for key accounts.
• Educate and develop existing customer accounts.
• Demonstrate new features and use cases.
• Handle internal support requests such as demo configuration and notifications.

Skills

Customer service

Phone and email communication

MS Office proficiency

On-call availability

Tools

MS Excel

SQL

Crystal Reports

DevExpress

MS Access

Job description

Description

About us:

Momentus provides industry-leading event and venue management software to customers in over 50 countries around the world, serving thousands of customers that power millions of events. In the age of digital transformation, our comprehensive platform offers event professionals leading-edge SaaS technology that provides a 360 view of their business, allowing them to cut costs, save time, and increase revenue. Momentus technology powers top shows around the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique venues. Our client list includes The Apollo Theatre, Mercedes-Benz Stadium, Harvard University, Portland'5 Centers for the Arts, the Javitz Center, and St. Louis Art Museum. Some of our global clients include: ExCel London, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

As a Support Specialist, you will assist our clients with technical support through support emails, phone calls, and online training meetings. Additional roles include assisting with software testing and the setup of new accounts, conducting online support and training, gathering feedback for our product team, and providing technical support to both clients as well as other members of the customer support team.

Responsibilities:

• Become an expert user on our software and keep up to date with new features and enhancements.
• Working with customers and the Momentus development team to resolvesoftware errors.
• Test new/improved functionality and/or bug fixes prior to general release.
• Escalate any customer support requests that cannot be resolved, to a Senior Support Specialist.
• Provide user training on specific features and or modules.
• Maintain and oversee file server cleanup and maintenance.
• Build local Momentus sites for testing
• Become a trusted resource for key accounts.
• Educate and develop existing customer accounts.
• Demonstrate new features and unique use cases.
• Action internal support requests such as, demo configuration and support, document preparation, customer notifications and NetSuite administration.

Requirements

• 2+ years of customer service experience ideally in a high growth saas company
• Excellent phone and email communication
• Proficient in Microsoft Suite (Word, Excel, etc)
• Experience with report writing tools and relational databases (e.g. DevExpress, Crystal Reports, SQL or MS Access) is preferred
• Availability for on-call support over the weekend a few times a year.

Preferred Qualifications:

• You have venue/event industry experience
• You are empathetic and patient when assisting and educating others on complex topics.
• You are detail-oriented and take pride in doing excellent work.
• You are a team player.
• You like to keep everyone in the loop - you don’t hold back communicating about goals, expectations, tasks, and feedback; you expect the same from others.
• You get excited about SQL databases, data analytics, and reports, and are proficient with systems such as MS Access, DevExpress, Excel, or Crystal Reports.

Important Notice on Location Eligibility:

This is a U.S.-based remote role. However, due to regulatory requirements, we are only able to consider candidates who reside in U.S. states that do not currently mandate salary disclosure in job postings.

Candidates residing in California, or other states with active pay transparency laws will not be considered at this time.

Equal Opportunity & Accessibility:

At Momentus, we are committed to creating a workplace that celebrates diversity and fosters inclusion. We value the unique perspectives, backgrounds, and experiences each team member brings. These differences make us stronger, drive better decisions, and fuel meaningful innovation and outcomes.

Momentus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by applicable law.

We are also committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of their role. If you require accommodations during the recruitment process or on the job, please let us know. We will work with you to support your accessibility needs.