Application/Desktop Support Specialist

Motivity is an innovative software company funded by over $11M in grants from the National Institutes of Health (NIH). We offer a cutting-edge software-as-a-service (SaaS) platform designed to improve the lives of children with autism. Our technology supports Applied Behavior Analysis (ABA) and Developmental Therapy data collection, enabling clinics, schools, and home-based services to harness data to drive better outcomes for their clients.

We’re a dynamic and rapidly growing team with offices in Honolulu and Seattle, and a diverse workforce that works remotely in the U.S. and abroad.

We’re seeking a Part-Time, Independent Contractor – Application/Desktop Support Specialist to join our Technical Support team. As a crucial member of the team, you’ll work remotely, providing exceptional support to both customers and internal colleagues. You will be responsible for troubleshooting IT and product issues, maintaining internal knowledge bases, and collaborating across teams to ensure product excellence. This position is part-time with the potential to transition to a full-time salaried role with benefits based on performance and need.

• Customer Technical Support
  • Work with customers via ticketing, email, and teleconference to diagnose and resolve support issues.
  • Collaborate with colleagues across teams (Product, Engineering, Customer Success) to escalate, communicate, and resolve complex issues.
  • Ensure that support tickets are fully investigated and defined prior to escalation
  • Track and report recurring product issues to Product Management for long-term fixes.
  • Maintain high customer satisfaction by providing clear, timely, and effective responses to support tickets.
• Knowledge Base & Documentation
  • Curate and update internal documentation for troubleshooting and issue resolution.
  • Create and maintain help desk snippets and technical knowledge articles.
  • Assist in the creation of user-facing documentation related to IT device and basic IT infrastructure requirements for Motivity’s product
• HubSpot & Support Ticket Management
  • Ensure tickets are properly and consistently documented, organized, and managed in HubSpot.
  • Ensure ticket statuses are accurate and periodically archive old data/tickets
  • Ensure all relevant records are properly maintained.
  • Generate reports to track performance, response times, and support trends.
  • Work with stakeholders to continually improve HubSpot processes, configurations, and automations. Maintain HubSpot configurations.
• Collaboration
  • Participate in regular meetings to discuss customer feedback and field issues.
  • Investigate and verify customer issues to ensure they are fully understood and reproducible, where possible.
  • Participate in regular company meetings as appropriate.
  • Meet regularly with your Customer Success Manager (CSM) to follow up on ongoing projects and improvements for HubSpot and technical support processes.
• Onboarding & Training
  • Provide onboarding support for new Customer Success Consultants (CSCs) on HubSpot and other support team tools.
  • Conduct regular follow-up meetings with new CSCs to assist with ticket troubleshooting and support.

• Experience & Skills
  • Proven experience supporting customers in a web and mobile environment on both desktop and mobile platforms.
  • Proven experience with HubSpot or similar technical support software.
  • Strong problem-solving abilities and technical troubleshooting skills.
  • Strong background in desktop and/or application support.
  • Strong understanding of common business software including Google Workspace, Microsoft Office, Web Browsers.
  • Strong understanding of Microsoft and Apple operating systems.
  • Strong understanding of mobile platforms and device ecosystems. Experience supporting both iOS and Android environments.
  • Exceptional written and verbal communication skills with the ability to explain technical concepts clearly.
  • Ability to thrive in a fast-paced startup environment, where flexibility and adaptability are key.
  • Excellent organizational, time management, and independent work skills—experience working remotely is a plus.
• Nice to have but not a requirement
  • Familiarity with Applied Behavior Analysis (ABA) or related fields is a plus.
  • Familiarity with less common operating systems and mobile device platforms including ChromeOS, Amazon FireOS, etc. 
  • Experience supporting a non-business software application (e.g. a healthcare application).
• General Requirement
  • Note: a criminal background check is required for this position.