Customer Support Analyst

Summary

Join iSpot, a leading Seattle start-up, and be part of a team that is revolutionizing the business. As a member of our team, you will be responsible for responding to customer inquiries, resolving support issues, managing escalated issues, and collaborating with various teams. You will also analyze data, report on monthly sprints, and improve product documentation. The ideal candidate possesses strong communication, organizational, analytical, and problem-solving skills, along with the ability to adapt to changing priorities. iSpot offers a competitive compensation package including salary, equity, and standard benefits, as well as a hybrid and flexible workplace policy. We encourage all qualified candidates to apply, even if they don't meet every requirement.

Requirements

• A proactive communicator: You' re extremely responsive and effective with both written and verbal communication
• Naturally curious and passionate: You are constantly seeking to learn new things and understand how to improve
• Exceptional written and oral communication skills that influence others
• Builds understanding through active listening to what others have to say and responding appropriately
• Highly organized and detail-oriented: You pay close attention to textual detail while processing information
• Ability to manage multiple priorities and projects and deliver on-time
• An analytical storyteller: You posses numerical reasoning with a strong aptitude for data and have skill in interpreting data across a wide range of applications
• You thrive working in complex environments with many internal and external stakeholders
• You know how to admit what you don't know, and how to ask the right people for help You are comfortable navigating ambiguity and operating in the gray space
• A problem solver: You identify problems and analyze data to create actionable insights and textual information to make effective decisions
• A critical thinker: You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems
• You enjoy a challenge and will look at potential solutions through multiple lenses
• You can easily adjust to new situations, pivot when priorities change and make accommodations as needed to be effective in your role and deliver on goals

Responsibilities

• Respond to external and internal customer questions in a timely and accurate way via Zendesk, leverage JIRA/Confluence where appropriate
• Apply knowledge of iSpot solutions to interpret and resolve support issues effectively and efficiently
• Respond to all tickets within set service levels
• Manage and monitor escalated issues
• Interact daily across market-facing and engineering teams
• Analyze and report on monthly sprints to improve product documentation, educational materials, deficiencies in standard documentation, and fill gaps in content
• Evaluate, troubleshoot, and follow up on issues, as well as replicate and document for further escalation where required
• Provide an exceptional level of customer service
• Work to educate stakeholders as appropriate to mitigate issues moving forward

Benefits

• Salary and equity in one of Seattle’s hottest start-ups
• Other standard benefits
• Hybrid & Flexible Workplace Policy
• Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee
• Those local or living in surrounding areas to one of our offices (Bellevue, WA; El Segundo, CA; New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week
• While those in a role, not office-based and located further away from our offices, will work a fully remote schedule