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:

• 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
  
  

Report to: Customer Support Director

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.
  
  

Work between 8 am - 5 pm CST covering 7 days a week (5 working days + 2 days off).

• Available to be on an on-call basis to handle any incoming chats or tickets that are outside of your shift
  
  

Requirements & Skills:

• 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.
  
  

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.