Customer Support Specialist

Hires remotely
Type
Full Time
Opening date
Closing date
9 Oct 2021
Views
65

SpotMe is the event management platform for B2B marketers. With over 2 million users and 400+ customers, G2 and Forrester say we are one of the key contenders in the space. Brands like SAP, Pfizer, and KPMG use SpotMe to drive demand, build connections and grow revenue. Our software powers virtual events, webinars, and hybrid meetings with apps, video, attendee engagement, and analytics.

Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels a deep pride in the work they do, a team that cares for each other, and a team that always chooses to play the next game.

Mission: 

  • Join our Support team ensuring the  best-in-class customer experience for our digital experience and virtual events SaaS platform. Our Customer Support Team is located in the USA and Bulgaria operating in a follow the sun 24/7 model.
  • Understanding and helping deliver efficient and superior customer support in our platform
  • Report directly to the Customer Support Director

Responsibilities:

  • Respond to internal and external customer queries in a timely and accurate manner, via chat, email, or phone.
  • Accountable to qualify inbound leads coming from our public website and to secure discovery calls with our sales team
  • 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 iOS and Android app releases
  • Handle escalations with the engineering department
  • Prepare FAQ’s, upgrade notes, articles in Knowledge Base, and document support related to processes and activities
  • Work in shift rotations between 7 am and 12 am CST covering 7 days a week.

Requirements & Skills:

  • Fluency in English, both written and spoken;
  • Previous customer support experience desired, particularly with a software vendor
  • Familiar with incident management platforms (Jira) and webchat solution (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 thinker, attention to details, and desire to learn and grow
  • The rigorous mindset with high attention to details and execution accuracy
  • Proactive, willing to get things done, and able to work independently
  • Bachelor’s degree related to technology or engineering preferred

We are in hypergrowth mode and with demand exploding, we are rapidly scaling and expanding our teams. If working with us in shaping the future is the opportunity you are looking for, we want to talk to you. Our Work From Anywhere approach enables maximum flexibility for all our talents.

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.

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