Customer Support Specialist

Mission – Why we exist, what we do, and why we need you

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company’s most effective engagement channel. 

The Customer Support Specialist is a critical role in delivering improved customer experience by delivering best-in-class customer service and quality technical support to both external and internal customers. Customer support is a core asset for the company and a key differentiator in the event technology market. You will become a subject matter expert on the SpotMe / Onomi solutions, who is customer oriented with a strong attention to detail while managing multiple issues, as part of a team that delivers a 24/7 follow the sun model. 

As a Customer Support Specialist, you will be reporting to the Customer Support Manager/Director and you will be managing customer query communications via the live chat (50%), triaging, troubleshooting and diagnosing customer issues (30%), raising internal Jira tickets and routing escalation to appropriate teams (20%).

Objectives - The problems you will solve

In your first month you will:

• 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 written customer communication

In your first 2 months, you will:

• Be consistently meeting CSAT targets >93%, handling first-line queries and/or issues via live chat (average 18 per day) and providing resolution within the defined SLA
• 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 

In your first 6 months, you will:

• Become a customer support expert, ensuring flawless execution of your responsibilities, consistently exceeding your CSAT target >95% while managing a minimum average of 25 chats per day and providing resolution within the defined SLA
• 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

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.