Associate Support Specialist

Who We Are:

Interested in joining our team?  Here is some more information about us!  Momentus Technologies 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 is used for top shows from across the world, famous museums, global convention centers, performing arts venues, professional sports arenas, and other unique events.  Our client list includes ExCel London, Manchester United, Museum of Contemporary Art Australia, Omanexpo, the China National Convention Center, the Porsche Experience Center in Germany and the Sydney Opera House.

Working @ Momentus:

We are driven by our core values of Passion, Speed, Focus, Innovation, & Humility and are seeking individuals who find inspiration in these principles. Surround yourself with highly motivated co-workers that push you to be your best each day. 

Momentus offers the career opportunities and fast-paced, exciting environment of a growth company where you can make a direct impact on our product and customers.

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 resolve software 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.

• 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.

What makes you a great fit for this role:

• You have venue/event industry experience
• You communicate professionally, yet personably, in person, on the phone, and over email.
• 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 love serving people.
• 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.
• You love cutting-edge technology; you just get it! But you also empathize with those who may not be as savvy and enjoy explaining and educating others about it.
• You enjoy working through both routine tasks as well as tackling the occasional curveball or larger project.
• You have experience with HTML or creating and formatting digital documents — and have an eye for detail and aesthetics.
• You’re great at “zooming out” to see the big picture, but not afraid to drill down to the details when needed.
• You are self-motivated and thrive working in a fast-paced environment.

Accessibility & Work Environment

Momentus Technologies is committed to fostering an inclusive and accessible work environment. If you require any accommodations during the recruitment process or in your role, please let us know. We are happy to support your needs.

This role is primarily computer-based and may involve extended screen time, frequent communication through digital channels, and working in a remote or office environment. We’re committed to supporting flexibility and well-being across all regions.