Job type full-time
Full job description
Tripleseat is a catering and event management web-based platform for restaurants, hotels, and unique venues that will increase sales and streamline the booking processWe enable those venues to seamlessly book and plan events, which increases sales, but not the workload.
As a customer support specialist, you will be on the front lines; in charge of responding to inbound emails, phone calls, and online chat with customers to ensure their experience using the software is a success.
What you will do:
Communicate with customers to research, troubleshoot, and assist users on a daily basis to ensure success within the application
Support and coach clients on zendesk through multiple channels (email, online chat, phone calls)
Problem solve and offer suggestions, tips, and resolution on how to best utilize the application
Assist with the training of both new and seasoned users by hosting webinars and/or education events
Liaison between the client and other tripleseat team members (tier 2 support, account management, finance, etc.) on any escalated situations while proactively communicating with the client
Offer product expertise internally to other teammates and departments
Help onboard and train incoming support agents
What we are looking for:
1-2 years of customer service experience required – experience in the hospitality industry is preferred
Strong communication and interpersonal skills
Demonstrate empathy, resourcefulness, and drive
Ability to manage multiple workflows simultaneously with a positive attitude
Comfortable with web-based software tools such as zendesk, slack, guru, and gotomeeting
Ability to work efficiently in a fast-paced environment, within a team atmosphere and independently, while maintaining a sense of humor
Ideal candidate would be based on the west coast, or in our concord, ma office.