Support Specialist

About Highspot

Highspot is pioneering the category that is fundamentally changing the way companies increase sales productivity. On a mission to transform the way millions of people work with sales enablement, Highspot is committed to building breakthrough software with a spark of magic. We believe a great place to work is about more than the work – it’s about what the company stands for, and how it authentically represents its values in the real world. To this end, we have put intentional focus on creating equitable workspaces for each of our employees. Our goal is to create a culture where everyone feels a deep sense of belonging and is empowered to be an agent of change, with the ability to transform themselves, their workplace, and their world.

About The Role

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 Success, Services, and Support (CSSS) 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 Support and Product, serving as the voice of the customer to make our product better. 

What You'll Do

• 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
• Ability to work Sun-Wed shift (9 am - 7 pm PST) and/or Sat-Wed shift (9AM - 7PM PST) as needed

Your Background

• 1-3 years customer-facing experience
• Bachelor's degree 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

Base salary range: $65,000 - $87,000

Employees are eligible to receive stock options and may also receive other forms of compensation.

The above represents total expected compensation for this role. Actual compensation will depend on various job-related factors, including, but not limited to, location, experience, and job qualifications.

Highspot also offers the following employee benefits for this position:

-Comprehensive medical, dental, vision, disability, and life benefits

-Group Retirement Savings Plan (RRSP) and matching employer contributions (DPSP) with immediate vesting

-Flexible PTO

-Generous Holiday Schedule + 5 Days for Annual Holiday Week

-Quarterly Recharge Fridays (paid days off for mental health recharge)

-Flexible work schedules

-Access to Coaches and Therapists through Modern Health

-2 Volunteer days per year 

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Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of any grounds protected by applicable human rights legislation, which may include age, ancestry, citizenship, color, ethnicity, family status, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disabilities, political belief, race, religion, or sexual orientation.

Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button."