Customer Support Analyst

4 days ago

Apply Now

Receive Emails with Similar Jobs

iSpot.tv

WebsiteLinkedInAll Job Openings

TV Advertising Analytics • Media Planning • Competitive Intelligence • Real-time Data • tv ad measurement

201 - 500

Description

• iSpot.tv 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. • This is a brand new team at iSpot! We are building something special, a team of centralized, dedicated support specialist that will handle external and internal customer inquiries and resolve their questions/problems. For the first time we will be able to capture, track and measure data that will provide better product and market insight. • 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.

Requirements

• 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.

Benefits

• Competitive base salary, bonus and incentive compensation • Professional development budget with flexibility for personal and professional growth • Company paid health insurance for employee, partner and dependents • Unlimited PTO / Flexible time off