Enterprise Client Experience Specialist

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:

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• RSUs
• Paid vacation, 10 company holidays, sick time, and volunteer time off
• Employee Resource Groups to build community and inclusion at work
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development