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Spotnana

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3.5

based on 7 Reviews

12 Spotnana Jobs

Technical Customer Support Specialist

Spotnana

3.5

based on 7 Reviews

1-4 years

Pune, Bangalore / Bengaluru

1 vacancy

Technical Customer Support Specialist

Spotnana

posted 7d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Salesforce Customer Support Javascript HTML Air Ticketing

+ 2 more

Job Description

Are you ready for the best destination of your career

Spotnana is transforming the $11 trillion travel industry by building modern infrastructure that brings freedom, simplicity, and trust to travelers worldwide.

Backed by over $115M in funding from top-tier investors, including ICONIQ, Durable, Mubadala, Madrona, and Sandberg Bernthal Ventures, we are addressing some of the travel industrys most complex challenges and we need your expertise to help us succeed.

We are looking for a team member with a strong customer service background to help us to provide a world-class customer experience. You will interact with B2B customers each week from around the world to resolve support issues and ensure a best-in-class experience for our customers and partners.

Responsibilities:

In addition to providing exceptional service, you will need to be a confident, fully-engaged team player dedicated to bringing a positive and enthusiastic outlook to work each day.

Identify customers needs, research each issue, provide solutions, and ensure the customer s needs have been completely met.
Leverage multiple systems, including our own platform, Salesforce, and Jira, to research and troubleshoot service disruptions; coordinate with other departments to resolve issues when needed
Provide a step-by-step guidance to customers and partners to resolve their issue
Communicate efficiently and effectively with our customers and partners via chat, email, and Zoom in a courteous, timely, and professional manner
Accurately document key details about the customer interaction within our support ticketing platform
Provide on-call tier monitoring/alerting activities, which potentially could be after normal business hours and weekends
Own the communication with the customer from initial contact until resolution
Become an encyclopedia of knowledge about how Spotnana works
Help to maintain process documentation and help center content as needed
Assist the Customer Support Manager and other Customer Success leaders on project level deliverables

Experience & Skills:

2+ years of experience in a customer-facing support function
Experience troubleshooting customer issues and documenting steps to reproduce to identify the likely source of an issue
Experience in a B2B startup or a fast-paced, corporate environment preferred
Great problem-solving abilities
Passion for talking to customers all day, every day
Ability to explain complex topics concisely and professionally
Highly reliable with the ability to maintain regular attendance and punctuality
Strong knowledge and experience with existing SaaS tools (Google Workplace, Slack, Zoom)
Basic understanding of web technologies (HTML, CSS, JavaScript, APIs) is a plus
Strong English proficiency
Familiarity with the travel industry is a plus

Let s talk compensation

Spotnana strives to offer fair, industry-competitive and equitable compensation. Our approach holistically assesses total compensation, including cash, company equity and comprehensive benefits. Our market-based compensation approach uses data from trusted third party compensation sources to set salary ranges that are thoughtful and consistent with the role, industry, company size, and internal equity of our team. Each employee is paid within the minimum and maximum of their position s compensation range based on their skills, experience, qualifications, and other job-related specifications.

We care for the people who make everything possible - our benefits offerings include:

Equity in the form of stock options which provides partial ownership in the company so you can share in the success of the company as it grows
Comprehensive benefit plans covering medical for self, spouse, children and parents, Free doctor consultations, Employee assistance program effective on your hire date.
18 Privilege leaves, 12 casual/sick leave days per year in additional to 12 company holidays, 4 company recharge/wellness days and an end of year company shutdown
Up to 26 weeks of Parental Leave
Monthly cell phone / internet stipend
Meal allowance
Wellness/Gym Reimbursement
Relocation assistance to new joiners
Employee retirement planning such as corporate NPS and EPF