Customer Support Specialist

| Chicago
Encourage curiosity. Keep improving. Be enthusiastic. Stay humble. Celebrate successes. Always be respectful & positive. Customers’ success is our strength. Our values are not just bullet points; we do encourage prospective talents to browse our SpotMe Playbook.
 
These are the values the people of SpotMe carry with them every single day, it makes us who we are. It empowers us to continue our impressive growth since our founding in 2001.
 
Headquartered in Lausanne, Switzerland with additional offices in the Big Apple (New York), The Windy City (Chicago), Sofia, and Singapore we operate on a global scale with over 160 employees bringing our Engagement Platform to clients such as Red Hat, Pfizer, L’Oréal and PwC. Our people, together with amazing business advisors and consultants, create collectively the culture of the company that makes our team truly world-class.
 
We are on a mission. We are redefining how our clients engage with their audiences - whether that is engagement with customers, new talent, or their current workforce. Just as the playing field of our clients is constantly changing, at SpotMe you will deal with a dynamic environment as well. We embrace change and we’ve been recognized for it. As a testament to our growth, we were named a key growth player by G2 and Forrester. 
 
The opportunity: 
We are seeking a tech-savvy and curious individual, who is very organized, proactive and has an eye for details, all of this in addition to having the ability to work under tight deadlines and face unexpected situations. You will follow SpotMe’s support procedures and incorporate independent problem solving to provide an excellent customer experience to drive long-term customer retention. You will be part of a global team supporting clients across the globe in a follow the sun model. Our Customer Support Agents, also referred to as App Genius by their colleagues, will ensure internal and external clients are provided with an outstanding service that is both efficient and fast.
Responsibilities:
  • Respond to customer queries in a timely and accurate manner, via phone, email, or chat
  • Manage client incidents and requests through to resolution, ensuring all requests are recorded, tracked and followed up in our incident management platform
  • Provide first-line diagnostic and troubleshooting support as well as technical expertise to answer our customers’ questions
  • Perform on-call duties and participate in shift rotations
  • Support clients getting the value of product features through installation and configuration liaising with customers, Account Managers, Project Managers, and other customer-facing colleagues
  • Handle escalations with the engineering department after thorough investigation is completed
  • Be responsible for following-up with customers while complying with SLA commitments
  • Prepare FAQ’s, upgrade notes, articles in Knowledge Base, and document support related to processes and activities
  • Drive customer adoption by gathering and recording client feedback via our incident management platform, sharing it with our Product, Engineering, Sales and Marketing teams
  • Participate in additional special projects, as needed

Requirements:
  • Bachelor’s degree related to technology or engineering preferred
  • Previous customer support experience desired, particularly with a software vendor
  • Familiar with incident management platforms (Jira)
  • Customer service-centric, ability to be independent in solving complex issues for clients and engaging with the Engineering and Product teams to drive improvement
  • Excellent interpersonal skills: ability to work and interface with various levels within the clients’ and SpotMe’s organizations
  • Good listener while balancing SpotMe and clients’ interests
  • Ability to work effectively while meeting deadlines
  • Tenacity in problem-solving with positive outcomes
  • Curiosity, quick thinker, attention to details, and desire to learn and grow
  • Excellent professional written and oral communication
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • jQueryLibraries
    • ASP.NETFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotCRM

Location

SpotMe is located in West Town of Chicago near the Chicago/Milwaukee blue line and Chicago 66 bus.

An Insider's view of SpotMe

What's something quirky about your company?

With a diverse team of 140 professionals from 30 nationalities, one of the things that I appreciate the most is how we all come from different backgrounds and can therefore assist each other on different levels. We each bring very unique skills to the team which is quite enriching.

Sandrine Jabouin

Business Development Manager

What projects are you most excited about?

Large-scale projects of 2,000+ participants excites me the most because of the data that is analyzed from multiple engagement channels. Leaving a lasting impression is one of my biggest goals and seeing the data collected from these events confirms that I created an app that thousands of users experienced a personalized, positive interaction.

Rob Burger

Customer Experience Specialist

How does the company support your career growth?

Personally, I'm constantly inspired with new projects and goals that challenge me to be a better professional. The beauty of developing in your career, is to do things that are out of your comfort zone, maybe fail, but always learning and improving ways to be better. What I love about SpotMe is the support and trust I get to become a true leader.

Alexandra Tamashiro

Marketing Manager

What are SpotMe Perks + Benefits

SpotMe Benefits Overview

Since 2001, SpotMe has been the mobile engagement platform for visionary leaders who believe that events can drive transformative change. SpotMe has recently been recognized by G2 Crowd as the leading pure play mobile event app, a growing space that represents more than $1 billion in potential annual revenue. Today, SpotMe serves over 220 global brands, including 80 Fortune 500 companies. Some of the world’s largest companies – including Novartis, L’Oréal, Bank of America and Daimler – use SpotMe to connect every event to their greater story.

At SpotMe it is clear we take care of our clients but we also take care of our employees. We offer employees based in the Chicago and New York a variety of health and welfare benefits to them and their family members. From BlueCross BlueShield PPO plan, competitive pay, 401(k) with matching benefits, and a flex spending plan program. We pay 100% of the cost of vision, disability and life insurance for our employees.

Some additional perks of working at SpotMe include global travel opportunities, weekly dry cleaning services, full-stock fridge, flexible work hours, free parking, and the best company outings.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
We provide dental coverage through Principal
Vision Benefits
VSP offers a wide range of coverage and is at no cost to employees.
Health Insurance Benefits
We offer a rich Blue Cross/Blue Shield PPO plan.
Life Insurance
SpotMe offers a Life Insurance of $50k at no cost to employees.
Retirement & Stock Options Benefits
401(K)
SpotMe's 401(k) retirement plan offers a broad selection options.
401(K) Matching
SpotMe matches 50% of employee compensation deferral up to 6% for a potential annual match of 3% of employee’s salary
Performance Bonus
SpotMe's performance plan includes bonus paid twice a year based on performance when employees meet targets set by their direct supervisors or bonus after a successful event was executed.
Child Care & Parental Leave Benefits
Generous Parental Leave
SpotMe offers 8 weeks of paid maternity leave and 2 weeks paid of paternity leave. Additional unpaid leave may be requested and approved by management.
Flexible Work Schedule
Remote Work Program
SpotMe lets all employees work from home at least once a week, pending their manager's approval.
Vacation & Time Off Benefits
Generous PTO
SpotMe's vacation policy includes 20 days of paid time off annually and 5 days may be carried over. Any weekend travel/work days are compensated by equivalent PTO days.
Paid Holidays
SpotMe offers all employees paid time off to observe all major holidays.
Perks & Discounts
Casual Dress
SpotMe's has a business casual dress code that includes jeans and t-shirts.
Company Outings
SpotMe has quarterly meetings followed by team building events and dinners and company-wide annual holiday parties.
Stocked Kitchen
SpotMe has a fully stocked kitchen including unlimited snacks, coffee, tea and avocados.
Parking
SpotMe has a free parking lot.
Fitness Subsidies
SpotMe reimburses its employees $50 per month for health and fitness services and activities.
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