Remote Customer Support Analyst

Summary

Join iSpot.tv as a Support Engineer and contribute to the success of one of Seattle's hottest start-ups. You'll be responsible for responding to customer questions, analyzing and reporting on monthly sprints, and providing exceptional customer service. The role offers competitive compensation packages, equity in the company, and a hybrid & flexible workplace policy.

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

Responsibilities

• Respond to external and internal customer questions in a timely and accurate way via Zendesk
• 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

• Competitive compensation packages
• Equity in the company
• Hybrid & flexible workplace policy