Support Specialist at Highspot
Seattle, WA, US
Highspot is an end-to-end platform that closes the loop between marketing, sales and the customer, providing real-time alerts and predictive analytics on all your business content.  Using Highspot, companies increase seller effectiveness, improve sales management visibility to best practices, and deliver insights to marketing so they can produce content that drives engagement and revenue. We’re constantly expanding our product portfolio and services we offer to help transform the way hundreds of thousands of reps work every day. 
 
We’re passionate about building a world-class customer service team, as we believe that highly talented people are key to delivering a great customer experience at every turn. We’re looking for an exceptional and experienced Support Specialist, who thrives on mastering different and changing technologies, enjoys coming up with novel solutions, and gets satisfaction from working with customers to help solve their problems. 
 
In this role, you will be joining the Customer Services Team as a Support Specialist. You'll spend most of your time interacting directly with our customers and ensuring that they have an amazing experience using Highspot. Daily tasks include resolving incoming issues and proactively engaging users before an issue arises. This role will serve as the technical liaison between Services and Product, serving as the voice of the customer to make our product better. 
 
RESPONSIBILITIES
 
  • Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
  • Provide advanced technical support to our customers on a variety of integrations, including Email, CRM, SSO, and CMS systems
  • Responsible for owning a wide variety of customer requests from start to finish while ensuring key stakeholders are consistently updated with relevant information
  • Collect and analyze feedback from customers, stakeholders and other teams to shape requirements, features and end products.
  • Optimize our internal and external Support documentation
  • Act as a liaison between customers and engineering, when necessary, to resolve challenging technical issues faced by our customers
 

QUALIFICATIONS
 
  • 1-3 years customer-facing experience
  • Bachelor's degree strongly preferred. (Extra points if your degree is in a STEM field!) 
  • Exceptional problem-solving skills and a desire to learn it all
  • Experience with Mac, Windows, iOS, and Android platforms
  • Proven ability to troubleshoot and identify the root causes in complex enterprise systems
  • Excellent written and verbal communication skills
  • Strong interest to work in a fast-paced startup environment 
  • Familiarity with helpdesk tools like Zendesk a plus, not required
  • Experience in HTML and CSS scripting languages a plus, not required


 
BENEFITS
 
  • Full medical, dental, and vision benefits
  • Flexible work and vacation schedules
  • Transportation benefits
  • Competitive compensation
  • Fully-stocked kitchen with healthy snacks and drinks
  • Company social events throughout the year
  • Open and spacious office, based in the heart of Seattle
  • Great views of the city and Puget Sound
  • Meaningfully contribute to a compelling vision
  • An environment that enables you to do your best work

ABOUT HIGHSPOT

Highspot helps sales teams improve customer conversations and achieve their revenue goals. From content optimization and performance analytics to in-context training, guided selling, and more, the Highspot platform delivers enterprise-ready features in a modern design that sales reps and marketers love. Using Highspot, sales teams are able to stay connected to the best-performing content for each opportunity, customize and optimize their content, and more effectively engage with their customers and prospects. With 90 percent average monthly recurring usage and global support in over 125 countries, Highspot is the sales enablement industry's most trusted solution.

EQUAL OPPORTUNITY

We aim to build an inclusive workforce. If you’re passionate about this role, but do not meet 100% of the qualifications listed above, we still encourage you to apply. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.