Enterprise Client Experience Specialist

3 months ago

Hamtramck, United States SpotOn: Corporate Full time

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology-backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

  • Named one of Fast Company's Most Innovative Companies of 2024
  • Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
  • Selected as the Best Overall Restaurant POS by NerdWallet
  • Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

We are seeking highly motivated and customer-focused Enterprise Support Agents to join our team. In this role, you will be responsible for providing high-level support to our enterprise clients, resolving complex issues, and ensuring that our clients have a seamless experience with our products/services. You will work closely with internal teams to escalate and resolve technical problems, while maintaining a high level of customer satisfaction.

Key Responsibilities -
  • Client Support: Provide expert-level support to enterprise clients via phone, email, and chat, resolving issues related to Restaurant Point of Sale.
  • Issue Resolution: Diagnose, troubleshoot, and resolve complex technical issues, coordinating with internal teams when necessary.
  • Client Communication: Maintain clear and effective communication with clients throughout the resolution process, providing regular updates and ensuring a positive experience.
  • Documentation: Accurately document client interactions, issues, and resolutions in the support system to maintain comprehensive records.
  • Escalation Management: Identify and escalate critical issues to appropriate internal teams, ensuring prompt and effective resolution.
  • Process Improvement: Participate in continuous improvement initiatives by identifying areas for enhancement in the support process and client experience.
  • Training and Knowledge Sharing: Stay up-to-date with the latest product/service updates and best practices. Share knowledge and insights with peers and clients.
  • Travel: Some travel may be required to meet with clients, and attend workshops or training sessions.
Experience
  • 5+ years of experience in a customer support or technical support role, preferably in an enterprise environment.
  • Experience with Salesforce and Jira.
  • Strong problem-solving abilities and technical troubleshooting skills.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Proficiency in Point of Sale, payments, networking, and customer service.
  • Experience working with enterprise-level clients.
  • Familiarity and/or experience with restaurant operations.
What We Offer -
  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A collaborative and supportive work environment.
  • Access to cutting-edge tools and technologies.


SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.

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