Senior Support Specialist

3 weeks ago

Sydney, Australia Momentus Technologies Full time
Job Description

We are seeking a dynamic and customer-focused professional to join our team, dedicated to delivering exceptional support and service. In this role, you will be at the forefront of troubleshooting and resolving technical issues, ensuring smooth and efficient processes across departments.

As a key player in our customer support team, you will manage complex cases, mentor colleagues, and collaborate closely with our development and product teams to drive continuous improvement and customer satisfaction. If you thrive in a fast-paced environment and are passionate about enhancing the customer experience, we want to hear from you.

  • Investigate, troubleshoot, and replicate issues to either resolve them or work with the development teams for further action. 
  • Ensures delivery of excellent customer service through fast and accurate processing of requests, communication, and coordinating with other departments to resolve inquiries.  
  • Identify and escalate critical or sensitive cases by collaborating closely with the Customer Support Manager, ensuring timely resolution and customer satisfaction. 
  • Mentor and Serve as a resource for challenging cases and process-related inquiries, providing guidance and support to the team. 
  • Deliver comprehensive training on specialized topics and advanced troubleshooting techniques 
  • Independently manage complex tickets, tasks, and responsibilities, ensuring that issues are resolved efficiently and effectively. 
  • Act as the internal and external escalation point for intricate ticket management, leading case escalations, and offering strategic guidance to the team. 
  • Investigate and resolve customer complaints, ensuring that all resolutions meet or exceed customer expectations. 
  • Communicate effectively with product managers and development teams, providing clear and concise information on escalations and customer inquiries. 
  • Customer Beta Testing Liaison: Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
  • Maintain a thorough understanding of KPIs (Key Performance Indicator) including SLAs (service Level Agreement), ensuring all customer interactions are timely and meet company standards. 
  • Collaborate with the Product team and work with customers in the Beta group during product and version beta testing periods. 
  • Develop and contribute to Knowledge Base articles, creating valuable resources for both internal team members and external customers. 
  • Builds and maintain business relationship with clients through open and interactive communication 

 


Qualifications

  • 4-year bachelor’s degree in a related field OR equivalent work experience 
  • Proactive and innovative mindset, with a drive to improve processes and find creative solutions. 
  • Logical and analytical approach to problem solving. 
  • Ability to prioritize tasks and assess business impact to ensure effective issue management. 
  • Outstanding customer communication skills 
  • Proven ability to multi-task in a fast-paced environment 
  • Quick learner, with the ability to master new software and technologies efficiently 
  • Collaborative team player, always ready to assist and support colleagues when needed. 
  • Positive attitude 
  • Inquisitive mindset, eager to ask questions and delve deep to uncover root causes. 
  • Bonus Qualifications: 
  • Experience with SQL 
  • Experience with HTML 
  • Experience troubleshooting APIs 
  • Prior use of Momentus (formerly Ungerboeck), VenueOps, EventBooking, or Priava Softwares 


Additional Information

Join our dynamic team and enjoy benefits that truly empower you:

Insurance: Gain peace of mind with comprehensive medical, dental, & vision.

Exceptional 401k Match: We've got your financial future covered. Enjoy an 80% match of the first 10% deferral.

Unlimited Time Off: Rest and recharge on your terms. While there's no limit, we recommend a minimum of 15 days off because your well-being matters.

Paid Parental Leave: Celebrate life's milestones and bond with your new bundles of joy. We're there for you during those precious moments.

No Dress Code: Smart, independent people like you choose what they wear.

Flexible Career: We believe in work that works for you. Get the job done where and when you work best. It's about winning at life by loving your job.

️ Two tickets valued up to $500 each to attend events hosted by our valued customers, fostering strong relationships and industry connections.

Teammate Recognition Rewards and Swag: Celebrate milestones and enjoy the largest reward network ever.

Professional Development: Unlock unlimited training opportunities through LinkedIn Learning to sharpen your skills and advance your career.

We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results. 

Momentus is an equal opportunity employer and does not discriminate based on race, religion, national origin, age, sex, gender identity, disability, sexual orientation, marital status, or any other basis protected by law.

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