Technical Customer Support Specialist

We are looking for a team member with a strong customer service background to help us to provide a world-class customer experience. You will interact with B2B customers each week from around the world to resolve support issues and ensure a best-in-class experience for our customers and partners. 

Responsibilities:

In addition to providing exceptional service, you will need to be a confident, fully-engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

• Identify customers' needs, research each issue, provide solutions, and ensure the customer’s needs have been completely met.

• Leverage multiple systems, including our own platform, Salesforce, and Jira, to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed

• Provide a step-by-step guidance to customers and partners to resolve their issue

• Communicate efficiently and effectively with our customers and partners via chat, email, and Zoom in a courteous, timely, and professional manner

• Accurately document key details about the customer interaction within our support ticketing platform

• Provide on-call tier monitoring/alerting activities, which potentially could be after normal business hours and weekends

• Own the communication with the customer from initial contact until resolution

• Become an encyclopedia of knowledge about how Spotnana works 

• Help to maintain process documentation and help center content as needed

• Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Experience & Skills:

• 2+ years of experience in a customer-facing support function

• Experience in a B2B startup or a fast-paced, corporate environment preferred

• Experience troubleshooting customer issues and documenting steps to reproduce to identify the likely source of an issue

• Passion for talking to customers all day, every day

• A genuine enjoyment of technology

• Great problem-solving abilities

• Ability to explain complex topics concisely and professionally

• Highly reliable with the ability to maintain regular attendance and punctuality

• Strong knowledge and experience with existing SaaS tools (Google Workplace, Slack, Zoom)

• Basic understanding of web technologies (HTML, CSS, JavaScript, APIs) is a plus

• Familiarity with the travel industry is a plus

• Openness to working in our New York City or Palo Alto, CA office when required. Hours expected will be either ~1:00 pm - 10:00 pm ET or ~10:00 am - 7:00 pm PT

Let’s talk compensation

Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position’s compensation range based on their skills, experience, qualifications, and other job-related specifications.

The annual cash compensation for this role is: $55,000 - $63,000

We care for the people who make everything possible - our benefits offerings include:

• Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
• Pre-tax and ROTH 401(k) options via Fidelity with up to a 4% company match
• Comprehensive benefit plans covering medical, dental, vision, life, and disability effective on your hire date. We cover 100% of your employee premiums and 85% of your eligible dependents
• Pre-tax flexible spending account options for health, dependent care and commuter expenses
• 20 vacation days per year in additional to 10 company holidays, 4 company recharge/wellness days and an end of year company shutdown
• Up to 26 weeks of Parental Leave
• Monthly cell phone / internet stipend
• Additional benefits including access to International Airlines Travel Agent Network (IATAN) membership, Pet Insurance through Fetch, Financial Wellness through Origin and SoFi, EAP through Mutual of Omaha, The Calm app through Kaiser, pre-tax parking/transit program and more.