Customer Support Specialist

Why Join Us?

We all know that excellent customer service keeps customers coming back for more. At Sparkcentral, we understand that, and our small company works with some of the most amazing brands out there, (Uber, Dropbox, Delta Air Lines, Netflix, Jetblue, Discover, Nordstrom, etc.) to help deliver quick and efficient customer engagement.

Sparkcentral has quickly become an industry thought-leader that is changing the way enterprises help and engage customers. Our goal is to inspire and enable amazing customer experiences, and we’re doing this by completely re-imagining what enterprise customer service software should look like.

You would be joining a group of extraordinarily talented people who are dedicated, hardworking, and passionate about customer care. We work at an incredible pace, but also have fun while doing it. We want to add you to our team so you can grow with us and bring new ideas to the table. We want you to bring your skills and insight to the table and work with us to help make our product better. In other words, we hire people who have tremendous drive, organization, and, above all, passion. Sound like you? Let’s talk.

Why is the Role Cool?

Sparkcentral seeks an enthusiastic Customer Support Specialist who has solid communication, organizational, and interpersonal skills. You will be able to empathize with Sparkcentral users and also communicate effectively with managers and supervisors by adopting a customer first mentality, and demonstrating an aptitude for continuous improvement and learning. You will also be an essential player in scaling our global support efforts and provide best-in-class service to an expanding list of incredible customers. This position may be remotely based in the US or located in our San Francisco Headquarters. You will report to the VP of Customer Experience.

Ideally, we would like for candidates to join us in our San Francisco HQ or work in the Pacific time zone (CA, OR, or WA) and another to join us in the Central or Eastern time zone (TX, TN, or FL). Please specify your location when applying

Responsibilities

Address support and other customer concerns through multiple channels; including email, phone, video conferencing, in-app messaging
Diagnose and resolve basic technical issues and other customer-related issues
Own customer support communications from initial contact until resolution
Triage and escalate complex customer-facing issues to product and engineering using Jira
Maintain and create external resources (Knowledge Base articles) and internal support documentation
Manage scheduled reporting of customer issue trends and insights to key stakeholders within Sparkcentral
Partner with customer experience to be the voice of the customer internally
Manage external support communications during major platform incidents, when necessary
Be a subject matter expert for the Sparkcentral platform

You’ll Be a Serious Contender If You Have …

A minimum of 2 years providing excellent customer care
Strong problem solving and critical thinking skills
Excellent written and oral communication skills
Strong technical aptitude
Superior interpersonal skills and experience collaborating with cross-functional teams.
Desktop or technical troubleshooting experience
Outstanding follow through and organizational ability
Proficiency working with Zendesk or equivalent support/help desk software
The ability to be on-call (nights/weekends) on a rotating basis

It’d Be Nice If You Have …

A start-up environment mentality
Experience working in the B2B SaaS industry
Comfort with remote teamwork
The skills of a social media savant with a strong knowledge of Facebook, Twitter, and Instagram functionality
Fluency or proficiency in a second language
A BS/BA or equivalent experience

Your Tech Stack