Job Description

WHO ARE WE?

M3 is a Top 150 Workplaces winner named by the Atlanta Journal Constitution! Employee-owned, family-oriented, and a great place to grow your career. Our company-wide personal commitment to both clients and employees is simple: do the right thing and invest in long-term relationships. Together, we work to provide the highest standard of financial services and technology to deliver on our mission to drive hospitality company success. M3 helps make hospitality companies successful through technology that drives financial performance. Our software is the hotel accounting software used and trusted by the biggest names in the hospitality industry. We are looking for talented professionals to join our team!

WE'RE LOCATED IN BEAUTIFUL, NEW BUILDINGS WITH HEADQUARTERS IN GWINNETT COUNTY, GA JUST OFF I-85 AND COMPLETE WITH AN EMPLOYEE GYM, BRIGHT, OPEN WORK SPACES AND GAMES IN THE BREAK ROOM. 

COMPENSATION AND BENEFITS: 

M3 offers a strong benefits package including 75% employer paid medical, dental and vision for the employee and family; life, long and term disability, and Long Term Care insurance that the company provides free of charge; 401k with a 6% match; three weeks paid time off; discretionary profit sharing; a great culture, competitive salary.  We are a certified Drug Free Workplace and Equal Opportunity Employer. 

DESCRIPTION SUMMARY: The Software Support Specialist primary objective is to give 100% customer attention and dedication until each and every customer is 100% satisfied with the service and support provided under close supervision.   

ESSENTIAL DUTIES:

THE DUTIES LISTED BELOW ARE THE ESSENTIAL FUNCTIONS OF THIS POSITION, AND THEY MAY CHANGE AS THE NEEDS OF THE COMPANY DEMAND. ALL ASSOCIATES ARE EXPECTED TO DO WHAT IS NECESSARY TO GET THE WORK DONE AND TO COOPERATE FULLY WITH THEIR SUPERVISOR'S REQUESTS FOR ADDITIONAL OR ALTERED DUTIES.

• Prioritize & Categorize support cases that are received from each customer and bring into CRM.

• Receive Customer calls, take user id, contact information and problem to create support case for issue.

• Inform customers of support case status, progress, and estimated completion time throughout the support case process until each support case is completed.

• Manage Tech support email box.  Forward in process mail to appropriate support specialist or create new support case as necessary.

• Monitor Support Voice Mail box and create support cases or forward messages accordingly.

• Complete all support cases in a timely manner according to support case policy guidelines.

• Follow-up with all customers to ensure that the support case was completed to their satisfaction.

• Receive and reply to emails and other correspondence from M3 team members and customers.

• Provide suggestions for improvement of M3 procedures and software functionality.

• Attend all scheduled M3 meetings and conference calls.

• Develop and maintain positive working relationships with customers through emails, phone calls, and other avenues.

• Take advantage of any continuing education, seminars, or workshops to better understand the programs and to be more knowledgeable in assisting customers.

• Assist all other M3 team members in customer support where needed.

• Other duties as assigned

EDUCATION/TRAINING/EXPERIENCE:

• 3-5 years of experience in a directly related position.
• Bachelor's Degree in IT, MIS or Computer Science highly preferred, or an equivalent combination of education and experience.
• Must have strong written and verbal skills in English.
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, and presentation software (MSWord, Excel, PowerPoint)
• Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
• Must be able to build and maintain positive business relationships with co-workers and other business contacts.

PHYSICAL REQUIREMENTS:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel in representing the company's interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.

Company Description

Employee-owned, family-oriented, and a great place to grow your career. Our company-wide personal commitment to both clients and employees is simple: do the right thing and invest in long-term relationships. Together, we work to provide the highest standard of accounting technology and accounting services to deliver on our mission to drive hospitality company success. We are a Top Workplaces winner named by The Atlanta Journal-Constitution in 2019 and 2020!