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Customer Support Specialist
2 months ago
We are seeking a highly skilled Customer Support Specialist to join our team at Spire Global. As a key member of our customer-facing team, you will be responsible for providing exceptional support to our customers, ensuring their needs are met and exceeded.
Key Responsibilities- Customer Onboarding and Support: Onboard new customers, respond to their inquiries, and replicate their issues to ensure timely resolution.
- Knowledge Base and Developer Portal: Maintain and add content to our knowledge base and developer portal to empower customers to find answers quickly.
- Customer Training and Onboarding Tools: Develop and implement customer training and onboarding tools to enhance the customer experience.
- Data Analysis and Reporting: Analyze our global maritime data to inform sales and product teams, identifying opportunities to reach new customers.
- Critical Product Issues: Identify and own critical product issues impacting customers, working closely with data services to resolve them.
- Feature Requests: Gather and prioritize feature requests from customers to inform future product development.
- Client Communications: Respond to client communications within established KPIs and SLAs.
- Support Tickets: Respond to and resolve client support tickets within team KPIs and SLAs.
- Technical Expertise: 3+ years of experience in a customer-facing technical support role, with expertise in SaaS applications, APIs, data processing, and scripting languages (Bash, Python).
- Experience with Maritime Data: 1+ year of experience working with AIS data and maritime tracking systems, or similar.
- Commercial Experience: Commercial experience in the maritime domain, with a strong understanding of the industry.
- CRM and Support Platforms: Experience managing CRM or support platforms (Jira, SalesForce, Intercom, ZenDesk, etc.).
- Cloud Platforms: Experience with Google Cloud Platform and/or Amazon Web Services.
- Big Data Analytics: Familiarity with Big Data analytics platforms (Redshift, BigQuery, etc.).
- Visual Data Analysis: Experience visualizing data via common data visualization/business intelligence tools (Tableau, Qlikview, etc.).
- Education: Bachelor's degree or higher in computer science or a related field.
- Name Your Satellite Program (NYSP): A unique opportunity to name one of our satellites.
- Launch Attendance: The chance to attend a satellite launch event.
- Generous Time Off Policy: A comprehensive time off policy to ensure work-life balance.
- Education Assistance Program: Support for ongoing education and professional development.
- Employee Assistance Program (EAP): Access to confidential support services for employees and their families.
- Employee Stock Purchase Program (ESPP): The opportunity to purchase company stock at a discounted rate.
- Family Leave: Comprehensive family leave policies to support employees' personal and family needs.
- Fitness Reimbursement: Reimbursement for fitness-related expenses.
- Employee Referral Program: A program to recognize and reward employee referrals.
- Healthy Snacks and Beverages: Access to healthy snacks and beverages in our offices.
