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<div class="content-intro"><p><strong><span style="text-decoration: underline;"><strong data-stringify-type="bold">Immigration / Work Authorization Notice:</strong></span><strong data-stringify-type="bold"> </strong></strong>Applicants must be currently authorized to work in the United States. iSpot is not able to sponsor or take over sponsorship of an employment visa for this position at this time.</p> <p>iSpot competes for the best talent. Our compensation packages consist of salary and equity in one of Seattle’s hottest start-ups, as well as other standard benefits. Most importantly, we provide a really interesting working experience, and the chance to contribute to the success of something great.</p></div><p class="s9"><span class="s8">About the Role</span></p> <p class="s5">iSpot.tv is looking for a<span class="Apple-converted-space"> </span><span class="s4">Customer Support Analyst</span><span class="Apple-converted-space"> </span>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.    </p> <div class="s5">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.<span class="Apple-converted-space"> </span> <div class="s6"> </div> </div> <p class="s9"> </p> <p class="s9"><span class="s10">Queue & SLA Management</span></p> <div class="s13"><span class="s12">●<span class="Apple-converted-space"> </span></span>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.</div> <div class="s14"><span class="s12">●<span class="Apple-converted-space"> </span></span>Provide an exceptional level of customer service while maintaining high-velocity throughput on a wide variety of tasks.</div> <div class="s14"> </div> <div class="s14"><span class="s10">Technical Troubleshooting & Product Ops</span></div> <div class="s13"><span class="s12">●<span class="Apple-converted-space"> </span></span>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.</div> <div class="s15"><span class="s12">●<span class="Apple-converted-space"> </span></span>Utilize MySQL databases to perform backend data verification and isolate root causes of client-reported data issues.</div> <div class="s15"><span class="s12">●<span class="Apple-converted-space"> </span></span>Assist with pixel creation, deployment troubleshooting, and cross-platform data delivery verification using internal tools.</div> <div class="s14"><span class="s12">●<span class="Apple-converted-space"> </span></span>Provision APIs, manage Devsite access, and handle technical account lifecycle operations (new account setup, access changes, deactivations) across our core platforms (Ace, iSpot, 605).</div> <div class="s14"> </div> <div class="s14"><span class="s10">Client Advisory & Incident Communication</span></div> <div class="s13"><span class="s12">●<span class="Apple-converted-space"> </span></span>Address intricate customer inquiries regarding platform methodologies and reporting metrics with clear, articulate, and professional written communication.</div> <div class="s15"><span class="s12">●<span class="Apple-converted-space"> </span></span>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.</div> <div class="s14"><span class="s12">●<span class="Apple-converted-space"> </span></span>Partner closely with iSpot’s Solutions, Content Ops, and Engineering teams to advocate for the customer and streamline resolution workflows.</div> <div class="s14"> </div> <div class="s14"> </div> <p class="s9"><span class="s10">Technical Requirements:</span></p> <div class="s13"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Technical/Coding Aptitude:</span><span class="Apple-converted-space"> </span>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.</div> <div class="s15"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Platform Proficiency:</span><span class="Apple-converted-space"> </span>Direct experience working within the<span class="Apple-converted-space"> </span><span class="s4">Zendesk</span><span class="Apple-converted-space"> </span>platform for ticket management, alongside<span class="Apple-converted-space"> </span><span class="s4">JIRA</span>,<span class="Apple-converted-space"> </span><span class="s4">Salesforce</span>, and<span class="Apple-converted-space"> </span><span class="s4">Confluence</span>.</div> <div class="s14"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Data Verification:</span><span class="Apple-converted-space"> </span>Experience verifying data delivery, analyzing API usage, or creating digital tracking/pixels is highly preferred.</div> <div class="s14"> </div> <div class="s14"><span class="s10">Core Competencies:</span></div> <div class="s13"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Professional Writing & Communication:</span><span class="Apple-converted-space"> </span>Exceptional written communication skills with a proven ability to translate highly technical concepts or numerical methodologies into clear, customer-friendly explanations.</div> <div class="s15"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Speed & Adaptability:</span><span class="Apple-converted-space"> </span>A fast learner who thrives in complex, rapidly growing environments and can easily adjust as company products and priorities evolve.</div> <div class="s15"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Critical Thinking:</span><span class="Apple-converted-space"> </span>Strong analytical storytelling and numerical reasoning skills—you know how to look at data through multiple lenses to solve problems.</div> <div class="s16"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Proactive Optimization and Teamwork:<span class="Apple-converted-space"> </span></span>A self-starting mindset with a natural inclination toward continuous improvement for both yourself and the team.<span class="Apple-converted-space"> </span></div> <div class="s17"><span class="s12">●<span class="Apple-converted-space"> </span></span><span class="s4">Attention to Detail:</span><span class="Apple-converted-space"> </span>Highly organized, detail-oriented, and motivated by the satisfaction of systematically working through and clearing out a daily queue of diverse tasks.</div> <p> </p> <p><em><span style="font-weight: 400;">Target cash compensation range: $68,680-82,760 USD Annually</span></em></p> <p><em><span style="font-weight: 400;">We are committed to providing competitive, market-informed compensation.</span></em><em><span style="font-weight: 400;"> 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.</span></em></p> <p><em><span style="font-weight: 400;">For more information on total rewards package, go</span></em><a href="https://www.ispot.tv/about/careers"><em><span style="font-weight: 400;"> </span></em><em><span style="font-weight: 400;">HERE</span></em></a></p> <p><span style="text-decoration: underline;"><strong>Hybrid & Flexible Workplace Policy</strong></span></p> <p><span style="font-weight: 400;">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. </span></p> <p><span style="font-weight: 400;">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.</span></p> <p><em><span style="font-weight: 400;">#LI-Hybrid</span></em></p><div class="content-conclusion"><p>If you don't feel you met every single requirement for the role, don't rule yourself out. Please apply anyway!</p> <p>iSpot is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please contact our HR team.</p> <p><strong>California Residents</strong> applying for positions at <a class="c-link" href="http://ispot.tv/" target="_blank" data-stringify-link="http://iSpot.tv" data-sk="tooltip_parent" data-remove-tab-index="true">iSpot</a> can access our California Consumer Privacy Act <a href="https://www.ispot.tv/privacy" target="_blank">here.</a></p></div>