Full-Time Customer Support Specialist

Our Customer Support Specialist is a critical part of the Spear Customer Support team. You will promptly and professionally respond to customers' questions/issues while maintaining high customer satisfaction and retention rates. You will be responsible for improving overall usage and adoption of the technology platform and for helping to deliver customers their desired outcomes! 

• 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

Schedule:

• Must be available on weekends! This position will be Saturday-Wednesday around the hours of 8:30-6:00pm AZ time
• 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