Application Deadline: 31 December 2024
Department: Customer Success
Location: Remote, USA
DescriptionYOUR OPPORTUNITYAs an Application Specialist, you will be responsible for supporting and optimizing the use of our software applications to meet the needs of our clients. You will work closely with clients to understand their requirements, provide technical support, and ensure they are getting the most value from our solutions. This role offers an excellent opportunity to combine your technical expertise and customer service skills to drive client success and satisfaction.WHO WE AREAt InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment and its brands (ReviewTrackers, Lexalytics, and Wootric) you join an industry-leading company who is dedicated to improving experiences and helping businesses take actions through an integrated CX approach: - Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
- Integrating CX technology to prioritize action and inform business decisions—through self-serve or strategic advisors.
- Integrating an AI powered approach to eliminating data silos and leveraging intelligence.
Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.WHO YOU ARE - Bachelor's degree preferred in Computer Science, Information Technology, or a related field.
- You have 3+ years of experience in an application support or specialist role, preferably within the tech or SaaS industry.
- Strong understanding of software applications, databases, and systems integration.
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve technical issues efficiently.
- Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
- Proficiency in support ticketing systems and remote support tools.
- Customer-focused mindset, with a commitment to providing high-quality service and support.
- Ability to work independently and as part of a team in a fast-paced environment.
- Availability to provide after-hours support as needed.
WHAT YOU'LL DO - Support the Customers and Account Managers in configuring CX programs
- Support team members in scoping client needs and requirements
- Implementing technical solutions, e.g. configuring surveys, dashboards, reports, etc. using InMoment Platforms
- Creating user accounts and other system administrative tasks
- Conducting quality reviews for implementation deliverables
- Maintaining/updating project & solution documentation
- Utilizing InMoment Platform knowledge to share best practices for solution implementation throughout scoping process
- Recommending implementation methodologies and best approach
- Leveraging product knowledge and understanding client needs to identify new features and enhancements
- Working with predominantly internal stakeholders to troubleshoot and resolve client's technical/system-related issues and questions
- Work on multiple projects simultaneously and deliver these projects in accordance with project timelines.
WHAT YOU’LL GAINUnlimited 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 1.5%, and then 50 cents on the dollar for the next 4.5%. There is a 2-year vesting period for the employer contributions
- 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
At InMoment, inclusion, and diversity are at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages, and supports the diverse voices of our employees and clients. We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests, and backgrounds foster a stronger and more creative work environment.
