Customer Support Analyst

iSpot competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle’s hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.

What You’ll Be Part OfWhat does the team do? What are we building? How does this impact the business? How will this revolutionize future business?What You’ll Be Responsible ForRespond to external and internal customer questions in a timely and accurate way via Zendesk, leverage JIRA/Confluence where appropriateApply knowledge of iSpot solutions to interpret and resolve support issues effectively and efficientlyRespond to all tickets within set service levelsManage and monitor escalated issues Interact daily across market-facing and engineering teamsAnalyze and report on monthly sprints to improve product documentation, educational materials, deficiencies in standard documentation, and fill gaps in contentEvaluate, troubleshoot, and follow up on issues, as well as replicate and document for further escalation where requiredProvide an exceptional level of customer serviceWork to educate stakeholders as appropriate to mitigate issues moving forwardWhat You’ll BringCommunication and Collaboration:

A proactive communicator: You’ re extremely responsive and effective with both written and verbal communicationNaturally curious and passionate: You are constantly seeking to learn new things and understand how to improveExceptional written and oral communication skills that influence othersBuilds understanding through active listening to what others have to say and responding appropriatelyOrganizationalHighly organized and detail-oriented: You pay close attention to textual detail while processing informationAbility to manage multiple priorities and projects and deliver on-timeNavigating AmbiguityAn 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 spaceProblem SolvingA problem solver: You identify problems and analyze data to create actionable insights and textual information to make effective decisionsA critical thinker:

You apply critical thinking through inductive and deductive reasoning as you navigate and solve problemsYou enjoy a challenge and will look at potential solutions through multiple lensesFlexibility And AdaptabilityYou 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. Target cash compensation range: $63,280 - 75,930 USD AnnuallyWe 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 HEREHybrid & Flexible Workplace PolicyiSpot 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. If you don't feel you met every single requirement for the role, don't rule yourself out. Please apply anyway!iSpot is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact our HR team. California Residents applying for positions at iSpot can access our California Consumer Privacy Act here.