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Technical Support Advisor
Location
United States
Posted
115 days ago
Salary
0
Seniority
Senior
Job Description
Technical Support Advisor
Momentive Software
• Quickly and effectively support clients by responding to client’ technical questions as outlined by our SLAs • Point of escalation for Technical Support Agents • Effectively identify system bugs, communicate details to the Engineering Team, manage client expectations, and communicate progress & resolutions to our clients • Understand product updates and proactively support clients when an update will affect their site / user workflow • Ensure product feedback is being submitted to the Product Team in a timely and detailed manner for both product improvements • Join daily and weekly support team calls/stand-ups • Host Technical Support Advisor Office Hours, answering clients’ questions • Review and contribute to product documentation based on client and internal feedback • Proactively help clients implement new features • Work with the support team to identify end-user issue trends and collaborate to remedy • Own updates of Salesforce Account for client details & contacts • Serve as the Subject Matter Expert (SME) for Crowd Wisdom, providing guidance and support to internal teams • Develop and refine reports for clients using the report builder, ensuring data accuracy and actionable insights • Manage technical relationships alongside the CSMs with Enterprise clients, participating in bi-monthly calls to provide technical expertise, address concerns, and drive client success. • Partner with CSMs to reduce churn and solve client friction points • Work closely with CSMs to identify trends in client feature requests • Listen for signs of churn and reach out to CSM • Communicate upgrades/issues to CSM with the lowest friction to the client • Assist the CSMs with technical requests that are escalated from calls and interactions with clients • Identify upsell/cross-sell opportunities • Continually strive to improve Technical Support Analyst processes by enhancing best practices and proactively identifying areas of improvement • Identify gaps in developed processes in our handbook and help desk in Salesforce • Collaborate to get new and updated support documentation published • Update support documentation (handbook/help desk – Salesforce) • Other duties as assigned.
Job Requirements
- 3–5 years of experience in a client-facing technical role, such as Technical Support Representative, Technical Account Manager, Technical Support Engineer, or Customer Success Engineer, ideally within a SaaS or Learning Management System (LMS) environment.
- Proven experience managing multiple client relationships, preferably including enterprise-level accounts.
- Demonstrated ability to collaborate cross-functionally with internal teams including Product, Engineering, Support, and Client Success.
- Strong analytical and reporting skills, with experience using report builders or similar tools to derive actionable insights for clients.
- Excellent organizational, communication, and time-management skills with the ability to prioritize competing tasks.
- Experience contributing to product documentation and internal process improvements is a plus.
- Familiarity with ticketing systems, CRMs (such as Salesforce), and help desk platforms (e.g., Elevio, Zendesk, Freshdesk, Salesforce ServiceCloud).
- Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
- Strong understanding of web-based applications, with the ability to troubleshoot complex issues and communicate technical concepts to non-technical users.
- Ability to learn and understand basic office software applications
- Basic understanding/ability to learn programs such as SQL, OS set-up IT background
Benefits
- Medical, Dental & Vision Benefits
- 401(k) Savings Plan with Company Match
- Flexible Planned Paid Time Off
- Generous Sick Leave
- Inclusive & Welcoming Environment
- Purpose-Driven Culture
- Work-Life Balance
- Commitment to Community Involvement
- Employer-Paid Parental Leave
- Employer-Paid Short-Term Disability
- Remote Work Flexibility
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