Software Support Representative

Member Solutions Inc.

Jun 08, 2017

Website :

Location :

Hatboro, PA

Job Type :

Full Time

Company Description :

Member Solutions has built its business on an unwavering commitment to serving membership-based businesses. We support more than 2,200 clients across North America and Australia. Since 1991, we have been providing full-service billing, software and business advisory services to fitness, martial arts, and health-related clients.

Member Solutions has once again been named as one of the fastest-growing companies in America by Inc. Magazine in its Inc. 500/5,000 list, ranking #205 in the financial services category.

The company operates a proprietary payment processing platform and tightly integrated call center to deliver its full-service billing solution. The company offers a series of web-based applications for front-desk operations, member management, financial reporting, and event registration. An automated programming interface (API) is available for corporate users or operators of client applications that wish to leverage our highly scalable, redundant and PCI compliant platform for payment processing, transaction gateway services and billing.

Our Mission is to make membership-based organizations more successful by reliably and consistently delivering practical, technology-driven, business solutions enhanced by great service. We achieve this by recruiting, developing and retaining a great group of highly motivated and hard-working team members.


Job Description :

The Software Support Representative (SSR) role is multi-faceted and requires a varied skill set, including a mix of both technical proficiency and customer service expertise. The SSR will provide support to Member Solutions’ clients to resolve support inquiries and tickets. The SSR will be required to clearly communicate with clients, customers, and internal staff in a variety of formats, such as LiveChat, telephone, email, Zendesk, in-person, training materials, and training classes.  
This position requires a self-motivated, dedicated and focused individual who enjoys working in a fast-paced environment. The successful candidate will have a passion for learning, commitment to quality, and a desire to contribute to the overall success of the team and company.


The SSR will be responsible for working with the Support team to become a product expert for all proprietary software products, as well as maintain an ongoing knowledge of Member Solutions’ billing platform. With this knowledge, specifically the SSR will: 

  • Support clients via telephone, LiveChat, email and in person with trainings and questions surrounding Member Solutions product suite
  • Provide pre-scheduled and on-demand training classes via telephone, remote computer sessions or in-person to clients and MSI employees as necessary in both group and one-on-one settings
  • Contribute to the ongoing development of product supporting documentation and training materials, such as release notes, Zendesk documentation, etc.
  • Test and analyze new product functionality to ensure that it meets design specifications and/or client needs
  • Participate in product planning discussions regarding feature requests, product issues, and client feedback
  • Monitor status of clients within a specified segment to solidify an ongoing business relationship

It is expected that the SSR will serve as a resource for product knowledge both to our clients and internal staff. To that end the SSR must possess the following traits and abilities:
  • Past help desk experience preferably in a call center environment
  • Strong, professional verbal and written communication skills
  • Logical, thoughtful and creative process to problem solving
  • Must be a self-motivator, resourceful and solution oriented
  • Detail-oriented with very strong organizational skills
  • Ability to prioritize and multi-task effectively (projects/support cases)
  • Demonstrate patience when working with clients to resolve outstanding issue(s)
  • Ability to work and research independently with minimal supervision

Is This You?


To apply for this position, submit a resume to Human Resources at: