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Customer Support Specialist

| North Suburbs

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

  • High energy-level

  • 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • jQueryLibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • LaravelFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • PhotoshopDesign
    • BasecampManagement
    • CodebaseManagement
    • WordpressCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM
    • IntercomEmail
    • MailgunEmail

Location

1500 Skokie Boulevard, Northbrook, IL 60062
"It really is like working with your best friends": Spark Hire's family feel
Watch

An Insider's view of Spark Hire

What’s the vibe like in the office?

The people I work with are just the best. There is never a dull day.

Jason

Technical Support Manager

What does your typical day look like?

My typical day starts off with responding to inbound emails and going through my tasks for the day. I spend a lot of time on the phone with customers, walking them through the platform and answering any questions that they may have. I enjoy conversing with customers while balancing out banter between coworkers and a fun work environment

Ryan

Account Manager

What makes someone successful on your team?

Accountability is king! To be successful you need to be dependable. Being proactive and facing challenges head-on with a positive attitude is crucial. Someone who is adaptable, available to help each other & our processes improve, & thinks swiftly. Having fun is paramount. Successful team members walk in each day passionate about contributing.

Jeremy

Sales Manager

What is your vision for the company?

Spark Hire should be part of every organization's recruiting process. We're at 4,000 customers now, but believe there's nothing stopping us from 40,000, 400,000, or 4 million customers! We want Spark Hire to be the norm for any company, anywhere in the world.

Josh

CEO

What are some social events your company does?

A company who values culture is important to me, and I found that here at Spark Hire. Some of the social events we have are holiday parties, potlucks, dress up days, and team outings.

Elyse

Administrative Assistant

What are Spark Hire Perks + Benefits

Spark Hire Benefits Overview

Spark Hire constantly strives to improve the benefits and perks it provides to its employees. As the company grows, the leadership team seeks opportunities to give back to the individual team members in as many ways as possible. We take a lot of pride in ensuring the Sparktans are happy and enjoy coming into work. This definitely includes offering quality benefits, but more importantly, Spark Hire is focused and invested in the continuous improvement of the company culture and atmosphere.

Culture
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Flexible Work Schedule
Depending on your role within the company, work schedules are flexible with opportunities for remote work.
Vacation & Time Off Benefits
Paid Holidays
Spark Hire offers all employees paid time off to observe major holidays.
Paid Sick Days
Spark Hire offers paid time off for vacations and sick days.
Perks & Discounts
Beer on Tap
Spark Hire stocks fridges in the office kitchens with a wide variety of beer. Enter the kitchen on a Thursday after work and you'll likely find a few Sparktans enjoying a cold one.
Casual Dress
Spark Hire's casual dress code allows employees to be comfortable while they work. Jeans and casual tops are the norm!
Company Outings
Spark Hire has regularly planned company outings including holiday parties, Cubs games, bowling, company BBQs, and more!
Stocked Kitchen
Spark Hire has a stocked kitchen including your favorite Keurig cups, La Croix, beer, and more!
Some Meals Provided
Spark Hire provides free breakfast on Wednesdays and catered lunches once per month.
Happy Hours
Spark Hire hosts monthly happy hours at local bars and restaurants to bring the team together. The happy hours usually follow our monthly all hands meetings.
Parking
Spark Hire employees don't have to worry about parking as our building has a private lot.
Fitness Subsidies
Spark Hire contributes $120 per month per employee to a LifeTime fitness membership which is right next to the office.
Professional Development Benefits
Job Training & Conferences
Spark Hire offers employees extensive training and encourages learning and development. Spark Hire participates in many conferences throughout the year.
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