Customer Support Analyst

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