What are the responsibilities and job description for the Support Specialist (Client Success) position at Spektrix?
Application Deadline: 9 February 2025
Department: Client Success
Location: Remote, US (Texas)
Compensation: $46,000 - $50,000 / year
Job Title: Support Specialist
Team: Client Success
Location: Remote, Pacific Time Zone – applicants must reside in one of the following states: Colorado, Texas, Kansas, Idaho, Montana, Nebraska, Nevada, North Dakota, Oregon, Utah, Wyoming. *At this time, we are unable to extend employment consideration outside of the specified states.- Please note that while the majority of the work is conducted remotely for team members based 'non-local' to NYC, all team members are expected to be available to attend key on-site events/activities 4 times per year. This includes things like onboarding, training, and team building 'together days'. The onsite weeks are scheduled in advance and travel expenses for those in-person times are covered by the business.
Hours: Full-Time (37.5 hours per week)- Core hours are 10am-6pm PT, Monday-Friday. On occasion, work outside of core hours is required to ensure coverage for time sensitive client needs between the hours of 9AM - 9PM Monday - Sunday. These are generally assigned on a rotating basis, well in advance.
Salary: $23.58 - $25.64/hour (Annualized $46,000 - $50,000)
Reporting to: Client Success Team Manager
Spektrix is a growing collection of creative problem solvers focused around the arts and technology whose mission is to help arts organizations be more successful. We're doing this through a combination of cloud-based software and consultative customer support that empowers arts organizations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. You'd be joining a team of over 250, based across our NYC, London and Manchester offices, and working with over 750 arts organizations across North America and the UK.
The Role
We're looking for someone who is excited by the chance to change the way that people in the arts and entertainment sector use data and software – for the better. You'll be spending your time navigating incoming client calls and emails, solving problems and finding bespoke and best practice solutions to help clients get the most out of their data and the Spektrix CRM. You will be part of a team who together hold the responsibility of delivering the success of our clients - specifically through responding to support tickets and calls, prioritizing effectively to ensure clients get the very best service and outcomes.
Support Specialists help Spektrix clients to find solutions to problems, analyze their data, and turn their ideas into practice with tools the system provides. We love our system and we want our users to love it too. Your job is to get them there and keep them there by putting the Spektrix tools to their best use and thinking about data-oriented, smart, and innovative solutions.
Key Responsibilities & Accountabilities
Key Responsibilities:
- Acting as a primary contact with clients for their software and hardware needs on the phone and over email.
- Guiding clients through putting their ideas into action. That could be talking through how to segment customer data for a mailing or teaching someone how to set up a promotional offer.
- Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads and scanners.
- Helping our clients analyze and report on their valuable data.
- Troubleshooting software and hardware issues and identifying the best ways to solve them.
- Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
- Helping to maintain system documentation and identify when guides and resources need to be updated.
- Ensuring that by playing your part in the team the highest levels of customer service and satisfaction are delivered to our clients.
- Ensuring we are setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
- Ensuring every touch point that you have with clients champions best practices and our company values, in order to maintain and enhance the trust our clients have in us as a respected and reliable tech partner in the sector.
- Ensuring suggestions for improvements that you collect are fed back and where possible implemented effectively to contribute to driving growth and development.
You should have:
- Excellent interpersonal and communication skills which can be demonstrated in person, over the phone and in writing.
- An ability to provide effective customer service or technical support, with some experience in either.
- Proven experience in a client-facing role and the ability to deal with clients that may be facing urgent or business critical challenges.
- The ability to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
- A working knowledge of Microsoft Excel or Google Sheets.
- Proficient time management and prioritization skills in order to set you up for working to tight deadlines.
- Comfort with 'context-switching' and the ability to work on multiple tasks and projects simultaneously and independently.
- Flexibility / enjoyment working both autonomously and as part of a wider team.
- Strong interest in using technology and data to solve problems.
- Pride in your work and how it could relate to the success of Spektrix and our clients! 🙌
- Company paid medical, dental and vision insurance for team members (plus the option to increase coverage levels)
- Generous Paid Time Off benefits, including:
-- 21 days of PTO (vacation, personal time, whatever you choose to use it for)
-- 14 paid holidays
-- 10 Paid Sick Days - 401(k) with 4% employer match
- Professional development opportunities
- Two volunteering days per year
- Flexible working with support for WFH setup / equiptment
- Month-long Paid Sabbatical after 5 years of service
- Free snacks, drinks and breakfast items in our offices
- Catered lunch at the office every Thursday
- Varied range of regular socials throughout the year
While most of our teams are based in our NYC, London, and Manchester offices, many of our team members regularly work from home. As a result, we operate with a "remote-first" approach, even when we're physically in the office.
We'll provide reasonable support and all the hardware you need to get started, but we do require that you have the following already in place for a good home working set up:
- A quiet working space at home where you can consistently take video calls without interruptions
- An internet connection that supports your participation in video calls and access to our systems and service.
- For remote-based team members ('non local'), Spektrix covers all work related travel expenses directly. There is no stipend, but flights, hotels for overnight stays, etc. are paid for through our work travel tool, TravelPerk, and/or reimbursed through an expense report where applicable.
Spektrix is an equal opportunities employer, we recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.
Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you
identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each person's differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in. We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board. In an effort to help us reduce bias, please do not include a photo in your resume or application.
**Important Notice: We are aware that there have been scammers with malicious intentions utilizing misleading domains that may look similar to ours. Please be advised that all legitimate communications from Spektrix will come only from "@spektrix.com" or "@pin-point.email" email domains. Any others are not legitimate emails from Spektrix, and we strongly advise against sharing any personal details with them.
Salary : $46,000 - $50,000
