Implementation and Customer Support Specialist

SALT LAKE CITY, UTAH
CUSTOMER SUPPORT
FULL-TIME

SpaceIQ, a Silicon Valley VC-funded startup, is looking for an Implementation and Customer Support Specialist who will play a key role in supporting our growing customers from our Salt Lake City Office.

This role will play a critical part in on-boarding customers onto the SpaceIQ SaaS (Software-as-a -Service) platform. These customers happen to be some amazing companies, including Tesla, WeWork, Snap, Slack, Instructure, Nasdaq, and many more top brands.  

In addition, this role will provide critical technical expertise and support during post-sale on-boarding and take ownership of all technical support of the account post-implementation.  

You will be working with all levels within our customers including management, real estate groups, facility management teams, and IT to demonstrate how SpaceIQ’s capabilities will assist them in solving their complex workplace challenges.

Lastly, you will be a key member of the SpaceIQ Community where people will look to you to be a team-playing expert in helping solve difficult problems that are impacted by technical obstacles.

 

DAY-TO-DAY RESPONSIBILITIES

  • Promoting SpaceIQ’s value through positive customer and team member interactions.

  • Holding video conference calls, walking clients through the setup of systems and features.

  • Providing technical assistance during the client implementation process by answering technical questions in a consultative fashion.

  • Defining and creating solutions to help our customers realize the full potential of SpaceIQ’s offering.

  • Working with client teams to ensure successful experience when onboarding various SpaceIQ applications.

  • Helping third-parties determine their best integration path and basic integration assistance with required technical integrations.

  • Identifying and triaging urgent issues that may occur during the product implementation, and working closely with customers and SpaceIQ’s product team through to issue resolution.

  • Building alliances with Product, Engineering, Customer Success to solve problems and achieve objectives by sharing knowledge and information.

  • Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.

  • Contribute to team effort by accomplishing related results as needed.

 

REQUIREMENTS

  • A passion for figuring out solutions to complex business problems faced by clients.

  • Familiarity with common network protocols (HTTP/HTTPS) and the use of REST API’s.

  • Familiarity with iOS and Android, along with a working knowledge of Mobile Device Management.

  • Well versed in email and calendaring solutions such as Exchange, Exchange Online, and G Suite.

  • Knowledge of SSO, SAML, and other user syncing technologies.

  • Demonstrated IT abilities troubleshooting and resolving complex technical problems.

  • Strong sales acumen, promoting effective demonstration environments and presenting the solution to prospective customers.

  • Excellent communication skills and ability to explain technical issues and resolution via email, phone, and in person.

  • Can do attitude, willing to do whatever work is necessary for the team's success and willingness to adapt to different tasks throughout the day.

  • Dynamic personality. Someone with whom people enjoy speaking.

  • Demonstrated ability to learn and become competent with complex products and technologies.

  • Ability to multitask and manage multiple projects at once.

 

BENEFITS

  • Company Equity

  • Unlimited paid time off

  • On site snacks

  • Friday company catered lunches

  • Medical, dental, vision; both HAS and PPO health plans are offered by the company.

  • 401K plan

  • Commuter benefits