Customer Support Analyst at iSpot.TV
About the Role
iSpot.tv is looking for a Customer Support Analyst to join our team. In this role, you will be working with multiple Internal teams and External stakeholders to create an exceptional experience for our enterprise clients.
This role requires a unique blend of product specific knowledge, technical expertise and exceptional professional writing skills as the team serves as one of the main point of contact for our large book of enterprise clients.
Queue & SLA Management
● Own and manage a daily, task-based Zendesk ticket queue, delivering a guaranteed 24-hour response time and a 1–2 business day resolution rate across all accounts.● Provide an exceptional level of customer service while maintaining high-velocity throughput on a wide variety of tasks. Technical Troubleshooting & Product Ops● Evaluate, troubleshoot, and replicate complex UI bugs and data discrepancies; accurately document findings and escalate unresolved issues to Product Integration (PI) and Engineering via JIRA within 24 hours.● Utilize MySQL databases to perform backend data verification and isolate root causes of client-reported data issues.● Assist with pixel creation, deployment troubleshooting, and cross-platform data delivery verification using internal tools.● Provision APIs, manage Devsite access, and handle technical account lifecycle operations (new account setup, access changes, deactivations) across our core platforms (Ace, iSpot, 605). Client Advisory & Incident Communication● Address intricate customer inquiries regarding platform methodologies and reporting metrics with clear, articulate, and professional written communication.● Monitor platform health and lead incident communications by drafting and publishing high-visibility Statuspage posts and in-dashboard notifications for Severity 1–2 system outages.● Partner closely with iSpot’s Solutions, Content Ops, and Engineering teams to advocate for the customer and streamline resolution workflows.
Technical Requirements:
● Technical/Coding Aptitude: Practical experience or education in coding/scripting (e.g., SQL, Python) or working with an Engineering team. You must be comfortable navigating databases, interpreting bug/error communications and running basic queries.● Platform Proficiency: Direct experience working within the Zendesk platform for ticket management, alongside JIRA, Salesforce, and Confluence.● Data Verification: Experience verifying data delivery, analyzing API usage, or creating digital tracking/pixels is highly preferred. Core Competencies:● Professional Writing & Communication: Exceptional written communication skills with a proven ability to translate highly technical concepts or numerical methodologies into clear, customer-friendly explanations.● Speed & Adaptability: A fast learner who thrives in complex, rapidly growing environments and can easily adjust as company products and priorities evolve.● Critical Thinking: Strong analytical storytelling and numerical reasoning skills—you know how to look at data through multiple lenses to solve problems.● Proactive Optimization and Teamwork: A self-starting mindset with a natural inclination toward continuous improvement for both yourself and the team. ● Attention to Detail: Highly organized, detail-oriented, and motivated by the satisfaction of systematically working through and clearing out a daily queue of diverse tasks.
Target cash compensation range: $68,680-82,760 USD Annually
We are committed to providing competitive, market-informed compensation. The cash compensation above includes base salary, variable commission for employees in eligible roles, and annual bonus targets for eligible roles. In addition to cash compensation, all full time iSpotters are eligible to participate in iSpot’s equity plan to receive stock options. Non-exempt roles will also be eligible for (pre-approved) overtime pay. Individual compensation packages are influenced by different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
For more information on total rewards package, go HERE
Hybrid & Flexible Workplace Policy
iSpot supports a hybrid and flexible workplace. Depending on location and work responsibilities, employees may be designated as full-time or part-time office-based or a fully remote employee. A hybrid work schedule indicates that you work in the office some days and work from home other days. The best hybrid workplaces allow for flexibility while also encouraging consistency.
Those local or living in surrounding areas to one of our offices (Bellevue, WA or New York, NY) will work a hybrid schedule, coming into their local office 1-3 days a week. While those in a role, not office-based and located further away from our offices, will work a fully remote schedule. If you have questions regarding exact details of our hybrid & flexible workplace policy, please let your recruiter know and they will discuss with you further.
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