Software Support Specialist

Join an Innovative Company with a Dynamic Culture!

Our company prides itself on a culture of teamwork and camaraderie. Our primary goal is to attract and retain long-term employees with a friendly work environment, quality products, and challenging work. Advanced Business Integrators, Inc. (ABI) has always loved the challenge of automating monumental manual tasks, hence our motto “Managing the Unmanageable”.

ABI MasterMind***®*** (“ABIMM”) is the World’s Premier Workforce Management Solution. ABIMM serves over 850 of the most well-known venues in North America. ABI’s dynamic environment breeds a feeling of teamwork that appreciates values and collaboration.

ABI’s founder has deep roots in technology, including financial accounting, payroll, HRIS, and computer networking. Over 25 years ago, ABI’s founder addressed the need for more efficient technology and oversaw the team that built an amazing product to automate a highly seasonal and variable workforce for a Major League Baseball stadium.

Today, ABI is the premier company in the public assembly workforce management industry, serving a highly loyal customer base. We listen closely to our clients and continuously strive to improve our interactions and products; we live by the mantra “Hug the Customer”.

THE OPPORTUNITY

ABI is seeking a passionate and driven individual who has a consultative mindset, excels in resolution-oriented work, and thrives in learning complex software features and functionalities.

The Software Support Specialist will actively participate in ABI’s six-month on-the-job training, building knowledge and experience with potential to grow into a Software Implementation Consultant. The Software Support Specialist is our client facing customer support role where you must be able to multi-task and be knowledgeable in advanced product support, end-user training, software/system troubleshooting, and user acceptance testing of the ABI MasterMind***®***(“ABIMM”)system. This position is an integral part of our teamassisting our clients who work in professional sports, entertainment, venue management, and other large-scale events.

Software Support Specialists may advance to perform Software Implementation Consultant tasks based on aptitude and skills. These roles are responsible for managing the implementation of new clients and high-level consulting projects to analyze client processes and advise on how to use ABIMM to meet business objectives and overcome problems.

OUR EMPLOYEE COMPENSATION AND BENEFITS SHOW HOW MUCH WE VALUE OUR TEAM!* $65,000 – $80,000 based on experience

• Monday - Friday 7 am - 4 pm in office for training the first 30 days then optionally remote
• First six months this position is non-exempt/salaried and transitions into exempt status following the successful training period
• Medical, Dental, Vision, Long-term Disability, Accidental death/dismemberment, 401(k), and Life insurance
• Benefit premiums for the employee on several health plans are paid 100% by the company
• After one year of service, ABI will begin to pay a graduated schedule to cover the health premiums of all dependents over time

RESPONSIBILITIES

We are a small company with an evolving landscape. Although job duties are somewhat fluid, below is a list of key responsibilities:* Become an expert and understand all functions of ABIMM

• Provide basic and advanced client support which includes:
  • Process and document client requests through the internal CRM system and communicate resolutions
  • Troubleshoot and research client issues through collaboration with other consultants
  • Coordinate with in-house staff on prioritizing/completing client tickets and outstanding requests
  • Flexibility to provide occasional/critical support in off hours for client emergencies
• User acceptance testing of product enhancements and fixes
• Basic client trainings on system usage and best practices

QUALIFICATIONS

Required* 1-5 years of relevant work experience Software/Systems Consulting or Analysis

• Bachelor’s degree from a four-year college or university
• High-Level Customer Service Experience Client-centric approach to work

Preferred* Training & Development Experience or Experience in Education/Teaching

• Familiarity with sports, entertainment, event industry, or workforce management systems

Skills* Proficient in Microsoft Office Suite, Google G Suite, or similar

• Superior verbal and written communication skills
• Excellent Customer Service Skills
• Detail-oriented and meticulous
• Critical Thinker
• Ability to take initiative
• Multi-Tasker
• Travel nationally may be needed ~5-10%

We look forward to connecting with and learning more about you!

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