Customer Support Analyst

iSpot competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle’s hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.

What You’ll Be Part Of:

What does the team do? What are we building? How does this impact the business? How will this revolutionize future business?

What You’ll Be Responsible For:

• Respond to external and internal customer questions in a timely and accurate way via Zendesk, leverage JIRA/Confluence where appropriate
• 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

What You’ll Bring: 

Communication and Collaboration:

• 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

Organizational:

• 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

Navigating Ambiguity:

• 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

Problem Solving:

• 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

Flexibility and Adaptability:

You can easily adjust to new situations, pivot when priorities change and make accommodations as needed to be effective in your role and deliver on goals.Target cash compensation range: $63,280 – 75,930 USD Annually