Enterprise Client Experience Specialist

1 month ago

Hamtramck, Michigan, United States SpotOn: Corporate Full time
Job Title: Enterprise Client Experience Specialist

At SpotOn, we're dedicated to helping restaurants and small businesses thrive with our innovative payment and software solutions. As an Enterprise Client Experience Specialist, you'll play a critical role in ensuring our clients have a seamless experience with our products and services.

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.
Requirements:
  • 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.

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