200+ applicants

Company

Spear Education · 1 day ago

Customer Support Specialist - Remote

Scottsdale, AZ

Full-time

Remote

Entry, Mid Level

5+ years exp

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Comp. & Benefits

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Responsibilities

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

Qualification

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Technical ProficiencyHelp Desk Experience

Required

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

Benefits

Unlimited time off program along with paid time off for volunteering.

Comprehensive Health & Wellness Benefits- Medical (including your pets!), Dental, & Vision benefits and a 401k with a generous match.

Maternity & Paternity Leave.

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!