Customer Support Analyst (EMEA)

Based in Austin, Texas, with offices in New York City, Madison, London, England, and Sydney, Australia, Spredfast delivers Smart Social technology to transform the way companies connect with consumers. The Spredfast platform allows brands to develop and launch more relevant campaigns, and deliver remarkable customer experiences across social channels. Media companies use Spredfast to create great social content that drives tune-in, attracting advertisers. Spredfast customers manage over one billion social connections across 84 countries every day in any language. Over 600 customers, including all five major broadcast networks and fifty percent of Interbrand’s 2014 World’s Best Brands have partnered with Spredfast.

Job Summary:

With a high-touch, low volume customer empowerment role, Customer Support Analysts are functional experts in virtually all areas of Spredfast’s Social Media Management System, and therefore must understand social media concepts and technologies in order to support Spredfast users. You will become an expert in Spredfast’s software, educate & train users, troubleshoot problems, document defects and potential improvements, and develop best practices to ensure all Spredfast clients are provided an exceptional customer service and support experience. Additionally, Support Analysts work closely with the Spredfast Development, Sales, Services and Marketing organizations as a customer advocate, ensuring appropriate feedback is provided and customer needs are met.
 
The ideal Spredfast Customer Support Analyst is a good listener who is articulate, responsive, patient, and possesses the ability to explain a wide range of software and social media concepts to clients with varying levels of social media and/or technical knowledge. A successful candidate will demonstrate the ability to self-educate and acquire new knowledge and skills quickly and independently. Spredfast Support Analysts must respond to inquiries via ticket systems, as well as via email and phone. Thorough documentation and follow through is essential. Occasional travel may be required (less than 20%) for customer visits. Analysts also oversee several value-added projects with complexity that is commensurate with experience level. Many Support Analysts develop an in-depth aptitude in certain Spredfast product areas or roles which then add significant value to the customer experience.
 
All Spredfast employees have a positive attitude, a good a sense of humor, lots of creativity, and a "team first" disposition.

Job Requirements: 


• Bachelors Degree, Associate Degree, or equivalent experience
• 1-3 years of previous technical support or customer service experience
• 3+ years work experience minimum
• Excellent written and verbal communication skills
• Excellent problem solving and time-management skills
• Ability and willingness to work within scheduled hours
• Ability to speak clearly, and concisely, when answering incoming calls
• Proven client management skills, with a "client-first" attitude
• Functional knowledge of SaaS platforms preferred
• Knowledge of social media platforms, services, and best practices
• Ability to acquire new knowledge and skills independently
• Ability to analyze information and make recommendations or decisions in a dynamic, fast-paced environment
• Database/SQL, HTML, CSS, or scripting experience preferred but not required
• Highly organized and detail oriented

The Perks at Spredfast:

• An incredible work environment – fun, casual, fast-paced environment
• A #freesponsibility work culture that values #awesomeness and #teamswork
• Health, dental, vision, disability, and 401K benefits
• Flexible paid time off