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 100% 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. 

A Software/Technical Support Specialist's primary objective is to give 100% customer attention and dedication until each and every customer is 100% satisfied with the service and support provided on various applications provided by M3. This position is for the overnight support position. The shift will begin at 11:00 a.m. to 8:00 p.m. Monday through Friday. The position requires general Technical/Computer knowledge, basic Accounting knowledge, Payroll-related knowledge and basic server support.

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.

Primary Responsibilities:

• Prioritize support cases that are received from each customer
• Categorize support cases appropriately in the M3 CRM.
• Respond to customer inquiries through the support case system, email correspondence, and telephone support.
• Inform customers of support case status, progress, and estimated completion time throughout the support case process until each support case is completed
• 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
• Potentially maintain documentation for customer reference
• Provide suggestions for improvement of M3 procedures and software functionality
• Attend all scheduled M3 meetings and conference calls
• Cross train in other areas of support coverage and primary roles
• 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
• Additional projects assigned by the Support Manager, Assistant Support Manager, and/or the Director of Operations.
• Assist customers in understanding and training on new enhancements and features of the software
• Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items.
• Assist all other M3 team members in customer support where needed
• Other duties as assigned
• Ability to handle multiple tasks simultaneously

Education/Training/Experience:

• 1-3 years of experience in a Customer Service position.
• Bachelor’s Degree in Accounting or a Technical/Computer Science field is 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 and spreadsheets (MSWord, Excel, Outlook).
• Specific certifications and trainings adding to the global experience of this profession are welcomed and desired.
• Prior experience with call logging software such as CRM or Salesforce a plus
• Prior remote support experience preferred

Physical Requirements:

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to travel in representing the company’s interests required.
• Ability to attend work and meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.