Customer Support Specialist

Summary

Join SpotMe/Onomi as a Customer Support Specialist and deliver exceptional customer service and technical support to both internal and external clients. You will become a subject matter expert on SpotMe/Onomi solutions, managing customer queries via live chat, troubleshooting issues, and escalating complex problems. This role involves working within a 24/7 global support team, requiring strong communication and problem-solving skills. Within the first year, you will achieve proficiency in our product, support systems, and processes, consistently exceeding customer satisfaction targets. You will contribute to process improvements and knowledge base development, becoming a key contributor to our customer support team.

Requirements

• Get certified with our SpotMe Academy, and the support team systems
• Become familiar with our SOPs, knowledge base and documentation, and develop an understanding of the live chat and the ticketing processes
• Become a subject matter expert on the SpotMe / Onomi solutions
• Be customer oriented with a strong attention to detail while managing multiple issues

Responsibilities

• Manage customer query communications via live chat (50%)
• Triage, troubleshoot, and diagnose customer issues (30%)
• Raise internal Jira tickets and route escalation to appropriate teams (20%)
• Handle first-line query and issue handling via live chat and raise tickets for routing and escalation, displaying a high quality of written customer communication
• Consistently meet CSAT targets, handling multiple chats providing resolution within the defined SLA
• Demonstrate knowledge of more advanced platform configurations, features, and modules, as well as an understanding of multi-factor authentication and SSO Integration
• Ensure flawless execution of responsibilities, consistently exceeding your CSAT target >95% and support KPIs as determined by the Customer Support Manager
• Regularly contribute to process and platform improvements, and ideas on how to improve support team processes leading to improved customer satisfaction
• Significantly increase the number and complexity of issues resolved to completion, rather than escalated
• Prepare FAQs, update notes and knowledge base articles, as well as documenting support processes and activities