Job Description

SpotMe is the leader in enterprise engagement platforms for virtual and hybrid events. Our mission is to challenge the status quo to create greater experiences for customers and employees. SpotMe is used by over 2 million users and 80 Fortune 500 brands like L'Oréal, SAP and Pfizer.

This is a new and exciting time. Virtual is the way people work, meet, and interact. With SpotMe Anywhere, we are not following trends, we are shaping them.

Behind the magic stands a curious, diligent, and humble team of professionals from 30 nationalities. A team that feels a deep pride in the work they do, a team that stayed positive and quickly adapted to the new world. In 8 weeks, we shipped a new product and we have been experiencing a 15x demand since our launch. 

If working with our team in shaping the future sounds like the opportunity you're looking for then let us get to know you by submitting your resume. YOU WILL BE FREE TO DECIDE WHEN YOU WANT TO WORK FROM HOME, AND WHEN YOU COME TO THE OFFICE. IN FACT, YOU CAN WORK FROM ANYWHERE YOU WANT IN THE USA.

RESPONSIBILITIES:

• Respond to internal and external customer queries in a timely and accurate manner, via chat, email, or phone.
• Accountable to qualify inbound leads coming from our public website and to secure discovery calls with our sales team 
• 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 iOS and Android app releases
• Handle escalations with the engineering department
• Prepare FAQ's, upgrade notes, articles in Knowledge Base, and document support related to processes and activities
• Work in shift rotations between 7 am and 12 am CST covering 7 days a week.

REQUIREMENTS:

• Fluency in English, both written and spoken;
• Previous customer support experience desired, particularly with a software vendor
• Familiar with incident management platforms (Jira) and webchat solution (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 thinker, attention to details, and desire to learn and grow
• Rigorous mindset with a high attention to details and execution accuracy
• Proactive, willing to get things done and able to work independently
• Bachelor's degree related to technology or engineering preferred