Technical Support Representative

Member Solutions Inc.

Mar 27, 2019

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 Technical Support Specialist (TSS) role is multi-faceted and requires a varied skill set, including a mix of both technical skills and customer focus. The TSS will provide support to Member Solutions’ clients to resolve support inquiries and tickets. The TSS will be required to listen and 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. 
The TSS reports directly to the Customer Service Supervisor.  The TSS will also interact with various management members of the R&D and Customer Service departments. It is expected that the TSS will serve as a resource for product knowledge both to our clients and internal staff. The TSS will need to be action oriented with self-guided learning for all aspects of our service offering. 
The TSS 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 TSS will:

  • Support clients via telephone, chat, email and occasionally in person with trainings and questions surrounding Member Solutions product suite.
  • Provide pre-scheduled and on-demand implementations and 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.
  • High school diploma or equivalent
  • Some experience in a Technical Support or Implementation role preferred
  • Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.
  • Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.
  • Enjoys working hard; is action oriented and full of energy for things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
  • Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
  • Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
  • Technical Knowledge: Picks up on technical things quickly; can learn new skills and knowledge; is good at learning new industry, company, product, or technical knowledge; does well in technical courses and seminars.
  • Proficiency with Microsoft Office (Word, Excel, PowerPoint)

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"Equal Opportunity Employer”