Technical Support Advisor

Momentive

About The Position

A Technical Support Advisor will work with existing clients to support the success and growth of their eLearning goals, utilizing Crowd Wisdom. Our Technical Support Advisor achieves this through understanding clients’ business goals and objectives, developing a strong rapport, responding to tickets in a timely manner, and proactively working with clients to adopt new features. You will work cross-functionally with multiple internal teams to maintain a superior understanding of Momentive Software’s Products and Services to help answer customers’ technical questions. As a member of the Technical Support team, you will help support a portfolio of accounts with a diverse set of clients, and as one of their main points of contact for Momentive Software Crowd Wisdom, you will be a critical player in driving long-term client success and demonstrating the value of the Momentive Software solution. You may work cross-functionally with multiple internal teams to maintain a superior understanding of Momentive Software’s Products and Services to help answer clients’ technical questions.

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.
Computer/Technical: 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
Other Skills: Strong organizational skills
Excellent verbal and written communication skills
Telephone skills/etiquette; call screening
Ability to prioritize work and handle multiple tasks
Excellent time management skills
Attention to detail

Nice To Haves

Experience contributing to product documentation and internal process improvements is a plus.

Responsibilities

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.