Acceptance Testing, Accidental Death and Dismemberment (AD&D), Baseball, Best Practices, Business Analysis, Business Solutions, Communication Skills, Compensation and Benefits, Computer Networks, Consulting, Continuous Improvement, Customer Relations, Customer Support/Service, Customer Training, Data Quality, Documentation, Financial Accounting, HRIS/HRMS, Hardware Administration, Health Plan, Help Desk, Identify Issues, Insurance, Network System Hardware, Onboarding, Payroll Accounting, Problem Solving Skills, Product Development, Product Testing, Professional Services, Resolve Customer Issues, Software Administration, Software as a Service (SaaS), Sports, Support Documentation, Team Player, Technical Support, Training/Teaching, Use Cases, Workforce Management
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".
ABOUT THE ROLE
This is a client-facing software application support and implementation role. It is not an IT support, help desk, infrastructure, networking, hardware, systems administration, or developer position. We are looking for someone who has supported users of a business software product, helped clients understand workflows, documented issues clearly, and can grow into implementation work.
WHERE YOU'LL START
- Learn ABIMM functionality, workflows, common client use cases, and best practices
- Investigate client questions about ABIMM workflows, configuration, data, and expected system behavior, then communicate clear resolutions
- Document client support requests and resolutions consistently in the internal ticketing system
- Participate in user acceptance testing for product enhancements, updates, and fixes
- Assist with urgent or critical client needs when required, including occasional off-hours support
HOW THE ROLE GROWS
As you develop product mastery and demonstrate strong client handling, your responsibilities will expand into implementation and professional services work including:
- Participate in client discovery and information-gathering calls to understand and document system requirements
- Support client implementations by helping configure ABIMM to match client workflows, reviewing setup details, validating imported data, and helping clients prepare for go-live
- Maintain accurate project documentation, implementation records, and status reporting throughout the implementation lifecycle
- Deliver or support client training sessions on system usage, workflows, and best practices
- Provide hands-on go-live support and post-launch issue resolution to support successful adoption
WHAT SUCCESS LOOKS LIKE
Progression is based on demonstrated system knowledge, problem-solving ability, and effectiveness working with clients.
- You can independently diagnose and resolve client issues
- You communicate clearly and professionally with clients and internal teams
- You build strong product knowledge and apply it to solve real client problems
- You start taking ownership of implementation tasks, client interactions, and project deliverables
- You move from reactive support to a more proactive, consultative problem-solving approach
COMPENSATION, BENEFITS, AND WORK SCHEDULE
- $70,000 to $95,000 annually, based on relevant experience in client-facing software support, training, implementation, and demonstrated ability to grow into consulting responsibilities
- Monday through Friday, 7:00 a.m. to 4:00 p.m.; initial training and onboarding in office, with hybrid work after training
- Medical, dental, vision, long-term disability, accidental death and dismemberment, 401(k), and life insurance
- Employee premiums for 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
QUALIFICATIONS
Required
- 1-5 years of relevant experience in SaaS application support, client support, software implementation, business analysis, training, or a similar client-facing software role
- Strong customer service experience with a client-focused approach
Preferred
- Training, facilitation, or teaching experience
- Bachelor's degree from a four-year college or university
- Familiarity with workforce management systems or the sports, entertainment, or event industry
Experience with SaaS implementation