Customer Support Specialist
Spark Hire is an award-winning video interviewing platform (Software-as-a-Service) used by more than 5,000 customers. Our industry-leading platform is recognized as the gold standard by esteemed software review site G2 Crowd. We’ve also been recognized as one of the best startups to work for (nationally) and a best small business to work for in the Chicago area.
We’re looking for a passionate Customer Support Specialist who will be a key member of our customer/technical support department. As a Customer Support Specialist at Spark Hire, you’ll be working with users in over 100 countries (millions of videos are completed on Spark Hire each year).
Your primary goal is to provide exceptional customer service so our users can troubleshoot problems, get the answers to their questions, and successfully accomplish what they’re trying to do on Spark Hire.
This is an awesome opportunity to join a friendly technical support team at a growing company that’s on a mission to make the interview process more enjoyable for everyone.
Let’s take a look at a day in your life as a Customer Support Specialist.
There are two audiences that you’ll be supporting:
Candidates: these individuals are completing video interviews for our customers.
Customers: these individuals are using our product to connect with the best candidates for job openings at their respective organizations.
The tools you’ll be using to support these audiences:
Zendesk: this is our help desk and ticketing system
Live Chat: you'll interact with users in real time using chat
Salesforce: this is our CRM in case you need to look up a customer’s account.
Snagit: this is how you’ll take screen capture images and videos.
Codebase: this is how you’ll interact with our development team on issue reporting and quality assurance testing.
We also have an in-house support tool so you can support candidates and customers without needing the assistance of a developer.
And don’t forget about the traditional phone. Our customers like talking to real people just like you.
The support inquiries you’ll received from candidates and customers are usually straightforward, but there will be times when you’re troubleshooting something you’ve never done before.
Therefore, we’re looking for someone who is an excellent listener, great teacher, and analytical problem solver.
Also, we’re always improving our internal systems and processes so you’ll be at the forefront of optimizing our support workflows.
Throughout the day, you’ll be doing things like...
- Responding to a number of inquiries through email, live chat, and phone calls
- Performing test interviews with candidates to make sure they’re set up for success
- Conducting quality assurance testing on our web and mobile applications
- And much more.
There’s never a dull moment as a Customer Support Specialist at Spark Hire so your days will fly by.
Qualifications and characteristics that will make you successful in this role:
Superior communication and presentation skills
Friendly and upbeat personality
Willingness to go above and beyond for our customers
Strong interpersonal skills to work well in a team environment
Solid writing skills
Strong organizational skills
Ability to follow directions and complete assignments on time
Pay huge attention to detail
Natural ability to build rapport with customers
Love talking to people
Learn new processes and strategy quickly
Critical thinking to address real-time challenges
Tech-savvy and quick to adopt new software
Passion, passion, and more passion
What You’ll Love About Spark Hire
- Great Culture – We have in and out of the office activities going on all the time. From celebrating birthdays, happy hours, Cubs games, holiday parties, picnics, friendly competitions, and more!
- Health Benefits – Medical, dental, vision, and life insurance
- Paid Time Off – Employees receive paid time off which start accruing on day one of employment and paid holidays
- Birthday PTO – Get your birthday as a paid day off!
- Work/Life Balance – We pride ourselves on having a great work/life balance.
- Gym Subsidy - We contribute a significant amount towards a gym membership at the nearby Lifetime Fitness.
- 401(k) - Start saving for your future retirement!
If you're looking for an exciting place to work, apply today!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We require all candidates that receive and accept employment offers to complete a background check before being hired.