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Technical Customer Support Specialist - Mountain Pass - Ann Arbor/Remote

Important: This is a remote-based role!
Mountain Pass-Ann Arbor
Mountain Pass-Ann Arbor

Are you ready to apply your technical knowledge and customer support savvy skills to a cool start up team? If so, read on and apply today!

About Mountain Pass and Our Culture

Mountain Pass is a fast-growing software company that is committed to delivering outstanding solutions and service. We are committed to the growth of our employees and expect every member of the team to have an impact on our success. Your voice will be heard at Mountain Pass and you will see the impact you are making on the company. We are committed to an inclusive workplace that respects the differences of all members of the team.

About the Role

This position will provide excellent customer support to clients relating to their deployment of our SaaS software, SmartPath, and assist in configuration, deployment and training for new customers. Success requires proficiency and sound technical knowledge in SaaS software solutions; ability to work well as part of a team; and strong analytical, communication, and customer service skills.

Customer Support Responsibilities:

  • Respond in a timely and effective manner to customer support inquiries using our online ticketing system.
  • Improve the support quality of our ticketing system, processes, and knowledge base.
  • Support development and deployment efforts with quality testing, documentation, and training.

Implementation Responsibilities:

  • Meet with clients following the sale of software packages to collect data and other information required to configure software systems.
  • Create a project plan for each client, detailing the tasks that need to be completed for the timely deployment of tailored software systems.
  • Communicate with clients throughout the software configuration process to obtain feedback and approval.
  • Configure software systems based on clients’ individual needs and specifications.
  • Educate clients on how to use purchased software systems and configured system features.
  • Create supporting documentation and videos for each client to assist them with their deployment.
  • Configure software systems and all necessary components.
  • Ensure that the project team is aware of key deliverables and project milestones.
  • Provide cost and time estimates to clients who require additional configurations to be done.


  • Bachelor's degree with a major or minor in computer science, engineering, computer information science, information technology, or a related field.
  • Proven experience implementing systems and providing customer support.
  • Proficiency in all Microsoft Office and Google Workspace applications.
  • Basic knowledge of HTML and Python a plus.
  • The ability to multitask effectively.
  • The ability to work independently and as part of a team.
  • Strong analytical and problem-solving skills.
  • Excellent organizational and time management skills.
  • Exceptional communication and customer service skills.
  • Detail-oriented.

Perks and Benefits: Competitive compensation, paid time off, equity, and incredible work flexibility.

How To Apply

Please submit your resume via our online job portal here:
Job Details
  • Company: Mountain Pass
  • Post Date:January 10, 2022
  • Category:
    Sales/Marketing/Customer Service
  • Industry:
    Info Tech/Other Tech
  • Position Type: Full-Time
  • Experience: Entry Level
  • Location: 1600 Huron Pkwy
    Ann Arbor, MI 48105
  • Please submit your resume via our online job portal:
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