Customer Support Specialist

May 24

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SpotMe

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SpotMe is the enterprise event platform to create engaging and personalized event experiences that audiences love.

Participant Engagement • Mobile Event Apps • Event Technology • SaaS Platforms • Enterprise Engagement Platform

51 - 200

Description

• Respond to internal and external customer queries in a timely and accurate manner, via chat, email, or phone. • Manage client incidents and requests through to resolution. • Provide first-line diagnostic and troubleshooting support as well as technical expertise to answer our customers' questions. • Drive customer adoption and support ad-hoc training. • Submit tickets for iOS and Android app releases. • Handle escalations with the engineering department. • Prepare FAQs, upgrade notes, articles in Knowledge Base, and document support related to processes and activities.

Requirements

• Fluency in English, both written and spoken. • Previous customer support experience, particularly with a software vendor. • Familiar with incident management platforms (Jira) and web chat solutions (Intercom). • Able to keep up with a fast-paced high-energy environment. • Customer service-centric. • Ability to be independent in solving complex issues for clients. • Excellent interpersonal skills. • Curiosity, quick thinking, attention to detail, and desire to learn and grow. • The rigorous mindset with high attention to detail and execution accuracy. • Proactive, willing to get things done, and able to work independently.

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service