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Technical Support Specialist

2 months ago

Bellevue, United States iSpot.tv Full time

**About iSpot**

iSpot.tv helps advertisers measure the brand and business impact of TV and streaming advertising, from concept to airing to conversion. Fast, accurate and actionable measurement and attribution solutions enable advertisers to assess creative effectiveness, enhance media plans and attribute advertising results for cross-platform campaigns, all while benchmarking against competitors and historical norms. Unlike legacy and ad hoc solutions, iSpot is purpose-built to measure the performance of every ad on television with digital-like precision and granularity in real time. With always-on performance insights unified across linear and streaming TV, advertisers can take quick and confident action to consistently drive business results.

**About You**

Youre a people-person with 1 - 3 years of experience working in a helpdesk/zendesk environment. Youre comfortable collaborating with various stakeholders (customers and internal cross-functional teams) to source solutions and troubleshoot internal and external issues.

You are:

* *A proactive communicator:* You re extremely responsive and effective with both written and verbal communication

* *Highly organized and detail oriented* : You pay close attention to textual detail while processing information

* *A critical thinker* : You apply critical thinking through inductive and deductive reasoning as you navigate and solve problems

* *An analytical storyteller:* You posses numerical reasoning with a strong aptitude for data and have skill in interpreting data across a wide range of applications

* *A problem solver* : You identify problems and analyze data to create actionable insights and textual information to make effective decisions

* *Naturally curious and passionate* : You are constantly seeking to learn new things and understand how to improve

**What Youll Do**

* First responder to external and internal support requests via Zendesk and leverage JIRA/Confluence where appropriate

* Apply knowledge of iSpot solutions to effectively interpret and resolve support issues

* Work to educate stakeholders as appropriate to mitigate issues moving forward

* Respond to all tickets in a timely manner (24 hr SLA for response)

* Manage and monitor escalated issues

* Interact daily across market-facing and engineering teams

* Analyze and report on monthly sprints to improve product documentation, educational materials, deficiencies in common documentation and fill gaps in content

* Evaluate, troubleshoot and follow-up on issues as well as replicate and document for further escalation where require

* Provide an exceptional level of customer service

**Tools You Will Use**

* Atlassian Suite: Confluence, JIRA and Slack

* Zendesk

* CRM Tools : Salesforce/Gainsight and Highspot

* Google Suite

* Microsoft Office Suite, with a heavy emphasis on Excel and PowerPoint

**Other**

* Bachelors degree or equivalent

* Experience working in a client-facing environment

* 1+ year of basic technical support experience

* 1+ years working with the Atlassian suite

* Preferred knowledge of the media/TV landscape

* Preferred experience with Zendesk

* Proven success working in a fast-paced, high growth environment

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