Customer Support Specialist
Curious about the future of event marketing?
SpotMe is the enterprise event platform to manage engaging events that help accelerate customer relationships at scale. Trusted by 12,000+ global Fortune 500 business leaders and loved by 10,000,000+ users, brands like J&J, Deloitte, and Red Hat use SpotMe to manage hybrid, virtual, and in-person events with a branded, personalized and compliant experience and get deep data insights that flow into their CRM.
Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels great pride in the work they do, a team that cares for each other, and a team that is always ready for the next challenge.
Mission:
Responsibilities:
SpotMe is the enterprise event platform to manage engaging events that help accelerate customer relationships at scale. Trusted by 12,000+ global Fortune 500 business leaders and loved by 10,000,000+ users, brands like J&J, Deloitte, and Red Hat use SpotMe to manage hybrid, virtual, and in-person events with a branded, personalized and compliant experience and get deep data insights that flow into their CRM.
Behind the magic stands a curious, diligent, and humble team with over 30 nationalities. A team that feels great pride in the work they do, a team that cares for each other, and a team that is always ready for the next challenge.
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 on our platform
Responsibilities:
- 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.
- Available to be on an on-call basis to handle any incoming chats or tickets that are outside of your shift
- 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.
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Seniority level
Entry level -
Employment type
Full-time -
Job function
Other -
Industries
Technology, Information and Internet
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