Technical Support Specialist, InMoment
Experience improvement solution
Be an early applicant
Experience improvement solution
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To help clients improve experiences at the intersection of value - where customer, employee, and business needs to come together.
Role
Who you are
- You have a Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience
- Previous experience in a technical support or customer service role is preferred but not required
- Basic understanding of computer systems, networks, and software applications
- Excellent problem-solving skills and attention to detail
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users
- Customer-focused attitude with a commitment to providing exceptional service
- Ability to work independently and as part of a team in a fast-paced environment
- Willingness to learn and adapt to new technologies and processes
- Good organizational skills and the ability to manage multiple tasks simultaneously
- Familiarity with support tools and software, such as ticketing systems, is a plus
What the job involves
- We are excited to welcome a Technical Support Specialist to join our dedicated global Technical Support team
- You’ll hit the ground running to help provide technical and customer service support to InMoment customers and clients by adding your own personal touch
- In this role, you can have an immediate impact in a high-growth environment
- With the projects and initiatives ahead, the role demands a smart, hardworking, and passionate individual to hop on board
- You will be troubleshooting and clearly communicating solutions to customer issues in a user-friendly and professional manner by phone, email, and chat
- We value our employees and encourage each person to contribute their ideas for improvement in both daily procedures and long-term goals
- This is an entry level position with the opportunity to launch your career in a fun tech environment in the booming CX space
- Provide first-level technical support to customers via phone, email, or chat, ensuring a high level of customer satisfaction
- Troubleshoot and resolve basic technical issues related to computer systems, software applications, and networks
- Escalate complex issues to higher-level support or relevant departments as necessary
- Document and track customer issues, resolutions, and follow-up actions in the support ticketing system
- Assist customers with product installations, configurations, and usage instructions
- Collaborate with team members to share knowledge and improve support processes
- Stay updated on product features, technical specifications, and industry trends
- Contribute to the creation and maintenance of support documentation, such as FAQs and knowledge base articles
- Participate in training sessions and team meetings to enhance skills and knowledge
- Provide feedback to improve products, services, and customer support processes
Application process
- Application Review
- Brief Phone Chat
- Hiring Manager Interview
- Meet the Team
- Offer
Our take
InMoment is enhancing experiences at the convergence of customer, employee, and business interests through its Experience Improvement (XI) platform. By connecting clients with the most significant aspects through a blend of extensive data, modern technology, and human expertise.
At its core, InMoment's approach prioritizes business drivers, effectively assisting clients in addressing specific challenges such as acquisition, retention, and growth. With over 2,000 brands spanning 95 countries, InMoments XI efforts have proven instrumental in helping businesses realize their maximum potential in terms of business impact.
In a recent move to bolster its capabilities, InMoment acquired ReviewTrackers, allowing InMoment users to manage a wide array of feedback, including direct surveys, social feedback, and reviews and ratings, all on one single platform. This strategic move signifies InMovement's dedication to staying ahead in the digital world, where unstructured data from customer reviews and social conversations can shape the destiny of a business.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
Company
Funding (last 2 of 4 rounds)
Feb 2014
$19.8m
SERIES C
Oct 2011
$20m
LATE VC
Total funding: $57.4m
Company benefits
- Unlimited PTO - we encourage all employees to recharge! 8 Paid Holidays + 2 Floating Holidays, Your Birthday Off, Volunteer Day, Fully Paid Parental Leave up to 18 weeks
- Medical with FSA and/or HSA (which includes an employer match up to $1,500)
- Free starter membership to the GymPass app, with access to a network of gyms as well as full access to popular wellness apps such as Calm, Headspace, Meditopia, and Strava
- 401(k) Retirement matches dollar-for-dollar for the first 2%, and then 50 cents on the dollar for the next 4%. There is a 2-year vesting period for the employer contribution
- Access to financial counseling through WellCents
- New Hires are eligible for benefits on the first of the month following their hire date
- No cost life insurance, short and long-term disability
- Robust Employee Assistance Program with podcasts, training, webinars and counseling
- Autonomy - We trust our employees and offer an extremely flexible work schedule
- Fun, innovative, collaborative, and supportive working environment
- Inclusion and Diversity teams - Women of InMoment and InMovement
- Employee rewards and referral programs with generous payouts
Company values
- Human: Our employees believe in a human-centric approach to business, technology, and experiences. It is our connection with each other that makes us stand out from our competition
- Bold: Our employees move forward fearlessly, speak up for what they believe in, and challenge the status quo. They are adventurous and innovative in their constant pursuit of excellence
- Invested: Our employees are invested in the success of their colleagues and clients and committed to going above and beyond to achieve their objectives. They are committed, positive, and selfless in their pursuit to leave their mark
Company HQ
South Jordan, UT
Articles
Leadership
John J. Lewis
(CEO, not founder)Previously served as the President at ACNielsen, SMS Technology, Knowledge Networks, and Nielsen. They joined InMoment in 2019 as a Chairman before becoming the CEO in 2022.
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