Customer Support Analyst

What You’ll Be A Part Of:

This is a brand new team at iSpot! We are building something special, a team of centralized, dedicated support specialist that will handle external and internal customer inquiries and resolve their questions/problems. For the first time we will be able to capture, track and measure data that will provide better product and market insight.

What You’ll Be Responsible For:

• Respond to external and internal customer questions in a timely and accurate way via Zendesk, leverage JIRA/Confluence where appropriate
• Apply knowledge of iSpot solutions to interpret and resolve support issues effectively and efficiently
• Respond to all tickets within set service levels
• Manage and monitor escalated issues 
• Interact daily across market-facing and engineering teams
• Analyze and report on monthly sprints to improve product documentation, educational materials, deficiencies in standard documentation, and fill gaps in content
• Evaluate, troubleshoot, and follow up on issues, as well as replicate and document for further escalation where required
• Provide an exceptional level of customer service
• Work to educate stakeholders as appropriate to mitigate issues moving forward

What You’ll Bring: 

Communication and Collaboration:

• A proactive communicator: You’ re extremely responsive and effective with both written and verbal communication
• Naturally curious and passionate: You are constantly seeking to learn new things and understand how to improve
• Exceptional written and oral communication skills that influence others
• Builds understanding through active listening to what others have to say and responding appropriately

Organizational:

• Highly organized and detail-oriented: You pay close attention to textual detail while processing information
• Ability to manage multiple priorities and projects and deliver on-time

Navigating Ambiguity:

• An analytical storyteller: You posses numerical reasoning with a strong aptitude for data and have skill in interpreting data across a wide range of applications.
• You thrive working in complex environments with many internal and external stakeholders.
• You know how to admit what you don't know, and how to ask the right people for help You are comfortable navigating ambiguity and operating in the gray space

Problem Solving:

• A problem solver: You identify problems and analyze data to create actionable insights and textual information to make effective decisions
• A critical thinker: You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems
• You enjoy a challenge and will look at potential solutions through multiple lenses

Flexibility and Adaptability:

• You can easily adjust to new situations, pivot when priorities change and make accommodations as needed to be effective in your role and deliver on goals.

What We Offer:

• Competitive base salary, bonus and incentive compensation
• Professional development budget with flexibility for personal and professional growth
• Company paid health insurance for employee, partner and dependents
• Unlimited PTO / Flexible time off

About iSpot

iSpot.tv is changing how brands, agencies, and networks measure and assess the impact of TV advertising. iSpot connects TV advertising to actual business outcomes, empowering hundreds of the world's top brands to plan, measure, and optimize their TV campaigns and understand their influence on driving business growth. Backed by leading investors, iSpot is growing fast and seeking top talent to fuel our growth.

Target cash compensation range: $65,730  - $79,200 USD Annually

This role's variable compensation is based on quarterly targets and is paid quarterly at a base/variable split. 

We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot’s equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

For more information on total rewards package, go HERE

Hybrid & Flexible Workplace Policy

iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency. 

Those local or living in surrounding areas to one of our offices (Bellevue, WA; El Segundo, CA; New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further.

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