Customer Support Specialist

Mission – Why we exist, what we do, and why we need you

SpotMe/Onomi exists to make critical industries and event engagement work better. We give event teams one solution to run their in-person and virtual engagements while capturing every interaction in their CRM. By making events easier to manage and measure, we help create better experiences for customers and employees, at a lower cost. Our solution turns events into meaningful connections that drive results for HR, L&D and sales & marketing.

The Customer Support Specialist is a critical role in delivering improved customer experience by delivering best-in-class customer service and quality technical support to both external and internal customers. Customer support is a core asset for the company and a key differentiator in the event technology market. You will become a subject matter expert on the SpotMe / Onomi solutions, who is customer oriented with a strong attention to detail while managing multiple issues, as part of a team that delivers a 24/7 follow the sun model. 

As a Customer Support Specialist, you will be reporting to the Customer Support Manager/Director and you will be managing customer query communications via the live chat (50%), triaging, troubleshooting and diagnosing customer issues (30%), raising internal Jira tickets and routing escalation to appropriate teams (20%)

Objectives - The problems you will solve

In your first month you will get hands-on with our product by getting certified with our SpotMe Academy, and the support team systems. You will become familiar with our SOPs, knowledge base and documentation, and develop an understanding of the live chat and the ticketing processes. You will have started first-line query and issue handling via live chat and raising tickets for routing and escalation displaying a high quality of written customer communication.

After 3 months, you will be consistently meeting your CSAT targets, handling multiple chats providing resolution within the defined SLA. You will be starting to demonstrate knowledge of more advanced platform configurations, features and modules, as well as an understanding of multi factor authentication and SSO Integration. 

After 12 months, you will become a customer support expert, ensuring flawless execution of your responsibilities, consistently exceeding your CSAT target >95% and support KPIs as determined by the Customer Support Manager. You will be regularly contributing to process and platform improvements, and ideas on how to improve support team processes leading to improved customer satisfaction. You will have significantly increased the number and complexity of issues resolved to completion, rather than escalated. You will be preparing FAQs, update notes and knowledge base articles, as well as documenting support processes and activities. 

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.