Customer Support Specialist - Remote

Job Description

Our Customer Support Specialist is a critical part of the Spear Customer Support team. You will promptly and professionally respond to customers' questions / issues while maintaining high customer satisfaction and retention rates.

You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes!

• Handle questions, comments and complaints regarding Spear products and services in a timely and accurate way, via phone, email or chat
• Ensure timely and accurate resolution process and display customer centric focus
• Escalate when needed to appropriate person or department
• Ensure final resolution (if referred to different person / department) is communicated to customer
• Follow all processes as it relates to logging customer correspondence into support CRM
• Support internal and external technical needs to help improve 90 day adoption of critical retention driving Technology Tools for new clients
• Accurately and quickly help customers or their webmasters troubleshoot embedding of Spear videos / pictures on their website
• Maintain and update internal and external facing Knowledge databases
• Create and update internal documentation for team training and knowledge as needed
• Update and maintain support email templates and canned responses for chat
• Capture customer feedback and satisfaction and improve performance based on customer feedback
• Respond or escalate as needed based on customer's response / score
• Gather customer feedback and share with management
• Keep key stakeholders updated on any unresolved or escalated issues that arise in client's business
• Help capture bug / feature issues / requests to be routed to the Product or Technology Teams via a ticketing system

Schedule :

Must be available on weekends! This position will be Weds-Sunday around the hours of 8 : 30-5 : 30pm AZ time

Qualifications

• 5+ years of Customer Service experience delivered at a world class level
• Help desk experience a plus
• Strong Technical Proficiency
• Excellent Verbal and Written Skills
• Proven ability to adapt to ever changing environments

Additional Information

What Spear Offers

As the leader in our industry, we rely on the creativity and expertise of our people to deliver the best for our clients.

In return, we invest in our employees by offering a diverse suite of benefits. We believe in offering choice and flexibility to keep our employees and their families healthy and happy today forward.

• Great Work / Life Balance - Unlimited time off program along with paid time off for volunteering. We also have shorter meetings times to help support a healthy work life balance for all employees!
• Comprehensive Health & Wellness Benefits - Medical (including your pets!), Dental, & Vision benefits and a 401k with a generous match.

We also offer Maternity & Paternity Leave. Additional benefits include Mental Health Day, and the Health Joy apps.

• Company Sponsored Events - Think costume contests, annual Wellness Day, May the 4th be with you, Friday afternoon "Get Giphy With It", team builders, and 5k’s!
• Career Development Pathways - Career development through continuous coaching, training, and on the job learning along with an annual review process.
• Employee Recognition - We celebrate one another's efforts and accomplishments by using Nectar, our employee recognition platform.

Employees are recognized and rewarded with points that can be redeemed for swag or gift cards in the Rewards Mall!

• DE&I - We care about each other and have our Spear Collective groups to support this to ensure everyone feels a strong sense of belonging.
• Transparent Communication - We believe in a collaborative and trustworthy workplace with monthly Company Wide All Hands Meetings and weekly 1 : 1's.

We also send out weekly Office Vibe surveys to all employees for insights and feedback - we listen so we can make positive changes!

Spear Education deeply values diversity and what it brings to our communities and our organization.

Everyone is welcomed here, regardless of how you look, your physical abilities, where you come from, when you were born, what you believe in, how you identify, who you love, how you think, and whether or not you have served.

We seek to create a culture where each person feels heard, supported and engaged in a positive, empathetic way.

We are allies in, and advocates for, our shared humanity.

All your information will be kept confidential according to EEO guidelines.