SpotMe · 1 month ago
Technical Support Specialist (US - Remote)
United States
Full-time
Remote
New Grad, Entry LevelSpotMe is a leading B2B event platform that helps enterprises enhance their events through CRM-connected experiences. The Technical Support Specialist serves as the primary link between event teams and the platform, providing expert problem-solving and support to ensure the seamless execution of high-stakes events.
Enterprise SoftwareEvent ManagementEventsMobileSaaSSoftware
Responsibilities
Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams
Build strong working relationships within Support, Engineering and Operations teams
Become fluent in our support workflows, tooling, and troubleshooting frameworks
Successfully manage 200+ real customer conversations across live chat and ticketing
Demonstrate clear, concise, and confident customer communication
Manage high-volume real-time chats (avg. 18/day), maintaining a first response < 30 seconds
Meet and exceed satisfaction targets (>93% CSAT)
Analyze and reproduce product issues with strong technical reasoning
Apply authentication and security basics, including MFA and SSO troubleshooting
Join the on-call rotation to support critical live customer needs
Become a recognized frontline product expert and escalation authority
Consistently exceed CSAT (>95%) while handling 25+ chats per day
Resolve increasingly complex issues without escalation
Proactively contribute improvements to documentation, tooling, and workflows
Serve as a bridge between customers and Engineering — ensuring issues are precisely documented and their business impact understood
Qualification
Required
Rapid analytical and logical troubleshooting skills - isolating root causes under time pressure
Multitasking mastery - balancing multiple realtime chats without sacrificing accuracy or tone
Technical curiosity - eager to learn platform mechanics and optimize how customers use them
Empathy and clarity in communication - even when delivering difficult answers
Resilience and ownership - you take initiative, especially during critical live issues
Cross-team collaboration - working hand-in-hand with Engineering to fix what matters most
Company
SpotMe
SpotMe is a mobile platform that allows anyone in Marketing, Sales or HR to easily build the app they need to engage their audience.
Founded in 2000
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0.14MKey Investors
DCU FinTech Innovation CenterFoundation for Innovation and Technology (FIT)
2023-04-03Acquired
2017-06-21Non Equity Assistance
2013-05-04Debt Financing
Leadership Team
Daphne Rapin
CFO
Company data provided by crunchbase