Support Specialist (Client Success) bei Spektrix
Spektrix · New York, Vereinigte Staaten Von Amerika · Hybrid
- Junior
- Optionales Büro in New York
Support Specialist
- Team: Client Success
- Location: This is a hybrid role based in New York City, with an in-office average of 1–3 days per week. Candidates must live within a commutable distance to our NYC office located in the Penn Station district. All team members are also expected to be available to attend key on-site events/activities 4 times per year. This includes things like onboarding, training, and team building 'together days'. The onsite weeks are scheduled in advance.
- Hours: Full-Time (37.5 hours per week)
- Core hours are 10am-6pm ET, Monday-Friday. On occasion, work outside of core hours is required to ensure coverage for time sensitive client needs between the hours of 9AM - 9PM Monday - Sunday. These are generally assigned on a rotating basis, well in advance.
- Rate/Salary: $27.69 - $30.77/hour (Annualized $54,000 - $60,000 USD)
- Reporting to: Client Success Team Manager
About us
Spektrix is a growing collection of creative problem solvers focused around the arts and technology whose mission is to help arts organizations be more successful. We’re doing this through a combination of cloud-based software and consultative customer support that empowers arts organizations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. You’d be joining a team of over 200, based across our London, Manchester and New York offices and working with over 600 arts and entertainment organizations in the UK, Ireland, United States and Canada.
The role
We’re looking for someone who is excited by the chance to change the way that people in the arts and entertainment sector use data and software – for the better. You’ll be spending your time navigating incoming client calls and emails, solving problems and finding bespoke and best practice solutions to help clients get the most out of their data and the Spektrix CRM. You will be part of a delivery team who together hold the accountability of managing the success of our clients - specifically through responding to support tickets and calls, prioritizing effectively to ensure clients get the very best service and outcomes.
Support Analysts help Spektrix clients to find solutions to problems, analyze their data, and turn their ideas into practice with tools the system provides. We love our system and we want our users to love it too. Your job is to get them there and keep them there by putting the Spektrix tools to their best use and thinking about data-oriented, smart, and innovative solutions.
Accountabilities
Your accountabilities:
- Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
- Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success.
- Setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
- Proactively share and escalate any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service.
Key responsibilities - what your day to day would look like:
- Working within a Delivery Team as a first line contact for clients, for their software and hardware support needs on the phone and over email.
- Guiding clients through putting their ideas into action. That could be talking through how to segment customer data for a mailing or teaching someone how to set up a promotional offer.
- Having confident conversations with clients about what our solution offers, why we do things the way we do and in some cases why not.
- Collaborating with relevant team members and wider specialists across the company to enable you to deliver on your accountabilities, even when our solution doesn’t have exactly what the client is asking for.
- Helping our clients analyze and report on their valuable data.
- Troubleshooting software and hardware issues and identifying the best ways to solve them.
- Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads and scanners.
- Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
- Identifying opportunities for long-term, consultative projects and feeding these into the team’s priorities.
- Helping to maintain system documentation and identify when guides and resources need to be updated.
Key Requirements
You should:
- Have excellent interpersonal and communication skills which can be displayed in person, over the phone and in writing.
- Have an ability to provide effective customer service and technical support, with some experience in either.
- Have the skills or experience to work with clients that may be facing urgent or business critical challenges.
- Be able to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
- Have a working knowledge of Microsoft Excel.
- Be proficient at time management and prioritization in order to set you up for working to tight deadlines.
- Feel comfortable ‘context-switching’ and be able to work on multiple tasks and projects simultaneously and independently.
- Enjoy working autonomously as well as part of a wider team.
- Take pride in your work and how it could relate to the success of Spektrix and our clients.
- Have a strong interest in using technology and data to solve problems.
Benefits
- Company paid medical, dental and vision insurance
- Generous Paid Time Off benefits, including:
- 21 days of PTO (vacation, personal time, whatever you choose to use it for)
- 14 paid holidays
- 10 Paid Sick Days
- 401(k) with 4% employer match
- Professional development opportunities
- Two paid volunteering days per year
- Flexible working with support for WFH setup / equipment
- Month-long Paid Sabbatical after 5 years of service
- Free snacks, drinks and breakfast items in our offices
- Catered lunch at the office every Thursday
- Varied range of regular social activities throughout the year
Working from home
While most of our teams are based in our NYC, London, and Manchester offices, many of our team members regularly work from home. As a result, we operate with a "remote-first" approach, even when we're physically in the office.
We’ll provide reasonable support and all the hardware you need to get started, but we do require that you have the following already in place for a good home working set up:
- A quiet working space at home where you can consistently take video calls without interruptions
- An internet connection that supports your participation in video calls and access to our systems and service.
Costs Associated with working onsite:
- For 'local' team members (under 2 hours from the office), a stipend is offered for each day you work on-site. Think of it as our way of easing potential commute related costs (but no need to prove it - this is a perk we offer for days worked onsite, regardless of how you choose to get there).
- For remote-based team members (‘non local’), Spektrix covers all work related travel expenses directly. There is no stipend, but flights, hotels for overnight stays, etc. are paid for through our work travel tool, TravelPerk, and/or reimbursed through an expense report where applicable.
Equal opportunities
Spektrix is an equal opportunities employer. We recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.
Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each person’s differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in. We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board.
In an effort to help us reduce bias, please do not include a photo on your resume or application.
