Job Description: Customer Support Specialist

Position Overview

iSpot competes for the best talent, offering a compensation package that includes salary and equity in a rapidly growing Seattle-based startup, along with standard benefits. We provide a stimulating work environment and the opportunity to contribute to significant achievements.

What You’ll Be Part Of:

• Understand the team's objectives, the product being built, its business impact, and its potential to revolutionize future business.

What You’ll Be Responsible For:

• Respond to external and internal customer inquiries promptly and accurately via Zendesk, utilizing JIRA/Confluence as needed.
• Apply knowledge of iSpot solutions to effectively and efficiently interpret and resolve support issues.
• Adhere to all established service level agreements for ticket responses.
• Manage and monitor escalated issues.
• Engage daily with market-facing and engineering teams.
• Analyze and report on monthly sprints to improve product documentation, educational materials, identify documentation deficiencies, and fill content gaps.
• Evaluate, troubleshoot, and follow up on issues, including replicating and documenting them for further escalation when necessary.
• Deliver an exceptional level of customer service.
• Educate stakeholders as appropriate to proactively mitigate future issues.

What You’ll Bring:

Communication and Collaboration:

• Proactive Communicator: Highly responsive and effective in both written and verbal communication.
• Curious and Passionate: Demonstrates a constant desire to learn and improve.
• Exceptional Communication Skills: Possesses strong written and oral communication abilities that influence others.
• Active Listener: Builds understanding by actively listening and responding appropriately to others.

Organizational Skills:

• Highly Organized and Detail-Oriented: Pays close attention to textual detail when processing information.
• Project Management: Ability to manage multiple priorities and projects, delivering on time.

Navigating Ambiguity:

• Analytical Storyteller: Possesses numerical reasoning, a strong aptitude for data, and the skill to interpret data across various applications.
• Thrives in Complexity: Comfortable working in complex environments with numerous internal and external stakeholders.
• Seeks Help: Knows when to admit knowledge gaps and effectively seeks assistance from the right people.
• Comfortable with Ambiguity: Operates effectively in ambiguous situations and "gray spaces."

Problem Solving:

• Problem Solver: Identifies problems, analyzes data to generate actionable insights, and creates textual information for effective decision-making.
• Critical Thinker: Applies critical thinking through inductive and deductive reasoning to navigate and solve problems.
• Challenge Seeker: Enjoys challenges and approaches potential solutions from multiple perspectives.

Flexibility and Adaptability:

• Easily adjusts to new situations, pivots when priorities change, and makes necessary accommodations to be effective and achieve goals.

Compensation & Benefits:

• Target Cash Compensation Range: $63,280 - $75,930 USD Annually.
• Compensation Philosophy: We are committed to providing competitive, market-informed compensation. This range includes base salary, variable commission (for eligible roles), and annual bonus targets (for eligible roles).
• Equity: All full-time iSpot employees are eligible to participate in iSpot’s equity plan, receiving stock options.
• Overtime: Non-exempt roles are eligible for pre-approved overtime pay.
• Individual Compensation: Factors such as skills, experience, qualifications, and other job-related reasons influence individual compensation packages.
• Total Rewards: For more information on the total rewards package, please refer to the provided link (HERE).

Workplace Policy:

• Hybrid & Flexible Workplace: iSpot supports a hybrid and flexible work environment. Depending on location and responsibilities, employees may be designated as office-based (full-time or part-time) or fully remote. A hybrid schedule involves working both in the office and from home.