Customer Support Specialist

Summary

Join SpotMe as a Customer Support Specialist and deliver exceptional customer experiences through top-tier service and technical support for both internal and external clients. You will become a subject matter expert on SpotMe/Onomi solutions, managing multiple customer issues and queries within a 24/7 support model. Responsibilities include triaging customer queries, handling critical issues, assisting the engineering team, and managing issue workflow. Success in this role requires technical expertise, a focus on customer experience, and the ability to thrive in a high-urgency environment. You will be responsible for handling live chat interactions, escalating issues, and maintaining product knowledge. The role involves ongoing training and development to become a customer support expert.

Requirements

• Providing out-of-hours critical support: You are comfortable taking ownership of client communication after-hours during on-call rotations, to ensure continuous support coverage and rapid incident response across time zones
• Operating with urgency and presence : You bring an always-on mindset and excel under pressure, particularly when navigating critical customer issues
• Technical troubleshooting and systems thinking : You have a good technical background in SaaS customer support and can quickly understand, prioritise and troubleshoot technical issues, communicating effectively with both engineering and non-technical stakeholders
• Managing real-time customer engagement : You are experienced in live chat environments and adept at handling multiple simultaneous, time-sensitive conversations without compromising on quality, accuracy, or tone

Responsibilities

• Manage a minimum of 40 client chat interactions per week, including handling and escalating critical issues ensuring rapid, high-quality responses
• Assist the engineering team by replicating workspaces to reproduce issues and provide troubleshooting on customer issues
• Manage the issue workflow by raising internal Jira tickets, routing escalation to appropriate teams and ensuring client communications remain of the highest quality, while maintaining your product knowledge at the required standard
• Complete a comprehensive onboarding and integration into the Customer Support function
• Build relationships with the team and gaining in-depth familiarity with our processes, documentation, and support tools, including live chat and ticketing systems
• Get hands-on with our product by getting 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
• Manage 200 first-line queries and/or issues via live chat and raising tickets as necessary for routing and escalation, displaying a high quality of clear and precise written customer communication
• Be consistently handling first-line queries and/or issues via live chat at an average of 18 per day, with a first response rate of <30 seconds
• Maintain high quality in your customer communications over live chat, meeting CSAT targets >93%
• 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
• Provide scheduled, critical issue out-of-hours Tier 1 support, on a rotation basis across the team
• Ensure chat conversations are consistently categorized by correctly tagging product attributes with high accuracy
• Become a customer support expert, ensuring flawless execution of your responsibilities
• Consistently exceed your CSAT target >95%, while managing a minimum average of 25 chats per day
• 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