SpotMe is hiring a
Customer Support Specialist

Summary

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.

Requirements

• 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

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