What are the responsibilities and job description for the Technical Support Representative position at SevenRooms?
The Team & Role
We are looking for a Technical Support Representative to join our growing team in NAM. You will work directly with hospitality operators across the globe to troubleshoot issues, instruct and teach product functionality, and strategize to maximize our customers' Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients.
You will employ your experience responding to tickets, answering phone calls, and creating tailored product strategies to assist our clients in a thoughtful manner. As an independent and self-sustaining worker, you'll approach your work with empathy, integrity, and a desire for growth – having a natural curiosity to not only ask how a feature works, but why. Most importantly, you'll be motivated by our clients' happiness; provide technical and business solutions to improve retention and make their lives easier! You will report to the Director of Customer Support.
Our next Technical Support Representative will work the following shift:
- 12:00 PM - 9:00 PM Eastern Time
The SevenRooms Support Team is composed of unique and driven individuals possessing skills across the board that empower us to collaborate. Blending approaches that suit all personalities, we love solving problems, strategizing with clients, and view daily challenges as opportunities to grow as individuals. This team goes above and beyond to go the extra mile to help clients, while balancing our efforts with great team chemistry and plenty of laughs!
What You’ll Do
- Technical Support: Resolve customer queries by email and phone in a prompt and efficient manner
- Strategic Support: Allow customers to unlock maximum return on investment by providing prescriptive, thoughtful, and efficient setups and solutions that show a fundamental understanding of our platform along with their our goals.
- Product Expertise: Maintain a comprehensive knowledge of the SevenRooms platform across the organization and down to individual clients.
- Documentation: Document problem resolution steps across all clients.
- Prioritization: Identify issues based on the severity of customer impact.
- Process and Tooling: Learning to use, and understanding when to apply multiple systems and solutions used both internally and externally to log and pull relevant data and track important functions for use in daily tasks.
Who You Are
- 1 years working in a high leverage, customer facing support role or strategic account management role (ideally within the B2B, SaaS, and/or hospitality industry)
- Familiarity with Zendesk, Jira, Salesforce, or similar support platforms
- Outstanding written and oral communication
- Highly-collaborative, positive, go-getter attitude
- Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, and bug reports at once, practicing excellent follow-through techniques
- Proven track record in building positive relationships with clients
- Strong analytical, critical thinking, and problem-solving abilities
- Technical aptitude and understanding of the hospitality software industry
What We Offer
- A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You’ll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, and the option to work anywhere at any time.
- Fair and equitable compensation: Our compensation packages are competitive based on external market data. At SevenRooms, you can expect fair pay for your hard work and dedication to helping us transform the hospitality industry. In addition, we also offer equity in our growing organization.
- The salary range for this role is $60,000-$65,000. This is the range SevenRooms in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, and business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable.
- Comprehensive benefits package: We offer a full slate of benefits for our employees and their families: comprehensive medical, dental, and vision benefits, commuter benefits, gym reimbursement, 401K plan, and unique wellness offerings that include One Medical, Spring Health, Carrot, and Headspace.
- Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You’ll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you’re a part of our team.
- Opportunities for training and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.
Salary : $60,000 - $65,000
