InMoment – Technical Support Specialist 2 (Remote)
Department: Production Operations
Employment Type: Full Time
Location: Remote, USA
Description
We are looking for a talented Technical Support Specialist 2 to join our Tier 2 global support team. This position will be responsible for providing advanced technical and customer service support to InMoment stakeholders, customers and clients. Support will be provided by troubleshooting and clearly communicating solutions to customer issues across InMoment’s suite of cloud products in a user-friendly and professional manner, by phone, email and chat. The Technical Support Specialist 2 strategizes with Engineering, CSM’s and AS’s to apply technical solutions and facilitate resolution of platform bugs and outages. Successful TSS 2’s will be adept at problem-solving, designing solutions with clients, and being part of a team that drives retention and growth by delivering a world-class customer experience for InMoment clients.WHO WE ARE At InMoment, we have a saying: #OwnTheMomentsThatMatter. And we live it! As a team, we recognize that every moment offers a new opportunity to make an impact and leave our mark. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction.
We are dedicated to our game-changing mission of Experience Improvement (XI), helping our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. We consistently challenge the status quo in the customer experience (CX), employee experience (EX), market research (MX), and product experience (PX) industries with our hyper-modern technology platform, decades of domain authority, and global teams of experts. And we have more innovation in store!
Are you ready to #OwnTheMomentsThatMatter with us?
What You'll Do
- Provide technical solutions to escalated tickets through; triage, troubleshooting, research and resolution.
- Keep abreast of InMoment product features, capabilities and advancements and maintain a high degree of product knowledge.
- Be flexible in learning new InMoment platforms and providing excellent support across our suite of products.
- Actively participate in Bug Management and Outage Management activities and communication.
- Be a key contributor to Technical Support Confluence content (including Knowledge Center) and ongoing product training.
- Develop and maintain relationships with internal and external stakeholders and partners.
- Be flexible with work hours and availability (after hours, holidays, etc.).
- Demonstrate subject matter expertise, be innovative and make an impact: on your customers, on your team, and on the company.
- Help deliver improvements by participating in post-mortem processes.
- Focus on continuous team improvement by onboarding new team members.
- Demonstrate deep execution focus by setting and achieving quarterly goals at the individual team level.
- Meet Key Performance Indicators (KPI’s) and other departmental standards of performance and metrics.
Skills Knowledge and Expertise
WHO YOU ARE- Prior experience working in a customer service or technical support role.
- Proven communication and arbitration skills.
- Aptitude to be a self-starter and flexibility with frequent change.
- Ability to be self-motivated, detail-oriented and organized.
- Ability to multitask, prioritize and manage time effectively.
- Capable of working individually and as part of a team.
- Willingness to work in a fast-paced, diverse environment.
- Ability to trouble-shoot and problem-solve advanced issues with remote customers and internal stakeholders.
- Software configuration troubleshooting and diagnostic skills.
- Analytical Mindset: Ability to think on one's feet and find creative solutions at an application and account level.
- Collaborative/Leadership: Excellent teammate with a positive attitude and a strong sense of self-direction and the ability to work across all internal teams and influence coworkers.
Benefits
WHAT YOU’LL GAIN
- Autonomy - We trust our employees and offer an extremely flexible work schedule
- Unlimited PTO - We encourage all employees to recharge!
- Medical with HSA (which includes generous employer match & contribution) and FSA options
- Dental and vision insurance
- 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance
- Generous Parental leave program
- Legal, ID theft, and employer-paid disability and life insurance
- Access to wellbeing initiatives and offerings such as our Employee Assistance Program
- Fun, innovative, collaborative, supportive working environment
- Inclusion and Diversity teams - Women of InMoment and InMovement
- Employee rewards and referral programs with generous payouts
- An opportunity to truly ‘Leave your Mark’ in a global organization. Come join our team!
United States
