Customer Support Specialist

7 days ago


Glasgow, Glasgow City, United Kingdom Spire Full time

About the Role:

We are seeking a highly skilled Customer Support Specialist to join our team at Spire. As a key member of our support team, you will be responsible for providing exceptional support to our customers in the EMEA and APAC regions.

Key Responsibilities:

  • Onboard new customers and provide comprehensive support to ensure a seamless experience.
  • Respond to customer inquiries and resolve technical issues in a timely and professional manner.
  • Maintain and update our knowledge base and developer portal to empower customers to find answers quickly.
  • Collaborate with sales and product teams to identify opportunities and provide data-driven insights to inform product development.
  • Work closely with data services to resolve critical product issues that impact customers.
  • Develop and implement process improvements to enhance the overall customer experience.
  • Stay up-to-date with industry trends and emerging technologies to provide expert guidance to customers.

Requirements:

  • 3+ years of experience in a customer-facing technical support role.
  • 1+ years of experience using REST APIs programmatically, testing, and pulling data.
  • 2+ years of experience replicating and resolving customer technical issues.
  • 1 year+ of experience writing scripts in Bash or similar scripting languages.
  • 1 year+ of experience writing programs in Python, including exchanging data from APIs.
  • Data analysis and reporting skills.
  • 1 year+ of experience with SQL query of databases, using multiple joins, groups, and aggregations.
  • Experience writing knowledge base articles or technical documentation.
  • Bachelor's degree or higher in computer science or a related field.
  • Experience with AIS data and maritime tracking systems or similar.
  • Commercial experience in the maritime domain.
  • Experience managing CRM or support platforms (Jira, SalesForce, Intercom, ZenDesk, etc.).
  • Experience with Google Cloud Platform and/or Amazon Web Services.
  • Experience with GRAPHQL.
  • Familiarity with Big Data analytics platforms (Redshift, BigQuery, etc.).
  • Experience defining and publishing product metrics for company dashboards.
  • Visualizing data via common data visualization/business intelligence tools (Tableau, Qlikview, etc.).
  • GIS visualization of high-volume locational data.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • Access to cutting-edge technology and tools.
  • A global company with a diverse and inclusive culture.


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