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, marketing leaders have deep insights and analytics into the performance and influenced revenue of content, campaigns, and marketing assets. What makes the solution special? It’s loved by sales reps globally, and is the #1 rated sales enablement platform on G2 Crowd. 

We are committed to diversity as both a moral and business imperative. 

About the Role:

In this role, you will be joining the Customer Services Team as a Technical Support Specialist. This role will serve as the technical liaison between Services, Product, and Engineering serving as the voice of the customer to make our product better.

Your day will be filled with engaging with our customers to understand their requests and inquiries for our Highspot product, collaborating and partnering with internal services, product, and engineering teams to identify and resolve issues via Zendesk.

Teamwork and fearlessness is our mantra!

Our technical support team boasts a 98% CSAT (Customer Satisfaction Rate). You'll spend most of your time interacting directly with our customers and ensuring that they have an amazing experience using Highspot.

What You'll Do:

• Provide advanced technical support to our customers on a variety of integrations with Highspot, including Email, CRM, SSO, and CMS systems
• Become an expert at managing the support ticket queue and be responsible for driving customer requests to a timely resolution
• Responsible for triage and 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 and leverage our internal and external Support documentation
• Act as a liaison between customers and engineering when necessary, to resolve difficult technical issues faced by our customers

What You Bring:

• 1-3+ years technical customer support experience (ideally supporting the end-user of a technical product)
• Learn it all, not know it all mentality
• Experience with/familiar with ticketing systems such as Zendesk (ServiceNow, ConnectWise, Jira Service Desk, HubSpot, etc)
• Experience with/familiar troubleshooting applications such as Outlook, GMail, Zoom, MSTeams
• Strong desire to serve and help others
• Experience in HTML and CSS scripting languages preferred, not required
• Proven ability to troubleshoot and identify the root cause of issues in complex enterprise systems
• Experience working with Mac, Windows, iOS, and Android platforms
• Exceptional problem-solving skills and cool under pressure
• Insatiable curiosity and the desire to learn it all
• Comfortable and confident written and verbal communication with internal and external customers (Bonus points for fluency in a second language!)
• Entrepreneurial with a strong interest in working for a fast-paced startup in hyper-growth 
• Bachelor's Degree preferred (Bonus points if your degree is in a STEM field!), not required

What We Bring:

• The role is remote 
• 11 weeks of comprehensive onboarding and training 
• Awarded Best Places to Work in Seattle 2021
• Join a culture that puts PEOPLE first - 97% employee satisfaction rating (Glassdoor)
• Focus Thursday - no internal meetings scheduled
• Recharge Fridays - Once a month a Friday off to recharge & re-energize
• Contribute to a compelling vision
• Supportive, collaborative, teamwork culture and environment

Benefits

Comprehensive medical, dental, and vision benefits

401(k) Matching

Paid parental leave 

Flexible work and vacation schedules

Discounted ClassPass membership

2 volunteer days per year

Transportation benefits

Competitive compensation and stock options

Fully-stocked kitchen

Annual company-wide events

Meaningfully contribute to a compelling vision!

Equal Opportunity Statement

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.

Read through the requirements as a checklist and haven't ticked every box? Don't rule yourself out just yet. So if this role resonates with you, hit that apply button!