Customer Support Specialist

Who we are:

MHC is an innovative, privately held international Software as a Service (SaaS) company committed to optimizing the speed, efficiency, and efficacy of information as it flows between people and systems. We’re changing the way our customers work by automating content and processes across their core business functions. Our solutions accelerate digital transformation, allowing our customers to significantly increase productivity and improve communication by converting manual, complex or paper-based into highly automated digital processes. We are committed to our customers’ success, and it shows. Our global team creates game changing success for over 1,200 organizations across 50 countries and 5 continents. For additional information visit: www.mhcautomation.com

Who we are looking for:

An ambitious professional ready to be a key member of our wider Customer Team. Our team is customer focused and comprised of tech-savvy and skilled troubleshooters that deliver exceptional support directly to our global customer base. The Customer Support Specialist will actively listen to customer’s concerns and questions, leverage their analytical skills to identify the issue, and reference internal resources and apply their knowledge to guide the customer through the solution. They will understand the importance of keeping customer satisfaction at the core of their every communication and decision.

Worksite Location: Remote-first role with occasional in-office collaboration (typically 1 day per month) in Burnsville, MN.

*Only Minnesota/Twin Cities-based candidates will be considered.

What you will get to do:

• Receive and take ownership for customer inquiries from multiple sources including inbound customer emails and calls in a way that enables delivering outstanding customer support
• Troubleshoot a wide range of issues by applying your knowledge of a variety of systems (network configurations and windows systems)
• Use analytical ability to define requirements needed for solution enhancement and relay those expectations to the Product team
• Develop a strong understanding and in-depth knowledge of MHC products to best assist customers in optimizing their use
• Using Salesforce CRM, maintain accurate, high-quality, and timely documentation of all steps, questions, and activities encountered during customer software production usage in the applicable knowledgebase
• Coordinate with the Product team to manage the timing, customer communication, and delivery of software fixes or enhancements to meet customer needs
• Prioritize issues by giving additional attention and resources when needed and escalate customer status issues to the appropriate resource within the organization

What you will need to succeed:

Knowledge and Skills:

• Demonstrated knowledge of current Windows operating system and/or understanding of Relational Database Management Systems (Microsoft SQL servers and Oracle databases)
• Experience guiding conversations with customers to process information in response to inquiries, concerns, and requests about products and services
• Flexibility within a growing company while working both as part of a team and on own initiative
• Open to applying creative problem-solving practices with guidance from research resources and MHC team members
• Exemplary application of time-management skills with the ability to establish and clearly convey reasonable and attainable response deadlines
• Well-developed analytical, written, and verbal communication skills with the capability to breakdown technical concepts
• Firsthand experience managing multiple tasks/objectives and meeting defined targets
• Experience maintaining stable composure and customer focus even under pressure
• Aptitude for learning innovative technology quickly and a desire for ongoing learning opportunities
• Fundamental understanding of how a business operates and knowledge of general business acumen terms
• Desire to achieve certification levels to install, support, and manage the implementation activities for across MHC product offerings

Education and Qualifications:

• Bachelor’s degree or equivalent experience
• 1 years’ experience in a customer facing role, preferably including technical knowledge of products or services
• Proficient in Microsoft Office with intermediate skills in Excel
• Previous SaaS software support experience preferred
• Relational Database Management Systems (Microsoft SQL servers and Oracle databases) skills and experience a plus
• Experience working with XML, XSL, HTML would be preferred
• Previous experience working with CRM platforms, such as Salesforce, or remote support tools is highly valued

We're proud to be an equal opportunity employer and welcome our employee's differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better - Join us.

This role is not eligible for visa sponsorship.

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MHC Comprehensive Benefits Package

We offer a robust benefits package designed to support the well-being and financial security of our employees.

Our Benefits Include:

• Workplace Flexibility: In Office, Hybrid or Remote options.
• 401(k) Plan: Deferred and Roth options available to help you save for retirement, with a generous employer match of 50% up to maximum of 4.5% of gross pay.
• Medical Plans: Comprehensive co-pay or HSA coverage options to keep you and your family healthy.
• Dental and Vision Plans: Access to a large network of providers for dental and vision health.
• Daycare and Medical FSA/HSA: Save on eligible daycare and healthcare expenses with our flexible spending and health savings account plans.
• Group Term Life Insurance: Coverage of $50,000 to provide peace of mind.
• Generous Paid Time Off (PTO) Policies: Ample time to relax and recharge.
• Employee Assistance Program (EAP): Support for personal and professional challenges.

Voluntary Benefits Available:

• Additional Life Insurance
• Critical Illness Insurance
• Accident, Cancer & Hospital Indemnity Insurance
• Legal/ID Shield
• Pet Insurance

Parental Leave:

• Four weeks of paid paternity leave after 1 year, eligible for pro-rata leave after six months of employment
• Total of twelve weeks of paid leave for the birth parent, eligibility rules apply.