Providing personalized guest experiences driven by data, marketing, and guest engagement
Technical Support Representative
SevenRooms is a guest experience platform that helps hospitality operators connect data across the guest journey to build direct relationships and deliver exceptional experiences. We were recently included on Inc.‘s annual Best Workplaces for 2020 and Forbes’ Best Startup Employers 2020 lists.
About The Role
We are looking for a Technical Support Representative to work directly with top hospitality operators across the globe to troubleshoot and solve bugs, questions, and requests. This role is essential in advancing our mission to provide VIP customer support to our clients. You will be joining an 8 person team and reporting directly to the Senior Manager of Customer Support.
You’ll utilize your experience responding to tickets and solving problems for clients in a swift and efficient manner. As a resourceful, tenacious, and self-sufficient worker, you’ll approach your work with empathy, integrity, and a desire for continuous 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; providing technical and business solutions to improve retention and make their lives easier!
The schedule for this full-time position is Thursday and Friday 6:30am-4:00pm (CET) and Saturday and Sunday 6:30am-5:00pm (CET).
What You’ll Do
Technical Support: Resolve customer queries via email and phone in a prompt manner to ensure the highest level of customer satisfaction.
SevenRooms Expertise: Maintain a thorough knowledge and understanding of the SevenRooms platform across the organization and down to individual clients.
Documentation: Document problem resolution steps across all clients.
Prioritization: Identify, organize, and prioritize issues based on the severity of customer impact.
Who You Are
- 1+ years working in challenging, customer-facing roles, 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
Fair and equitable compensation: Salaries for our positions are based on market data. At SevenRooms, you can expect fair pay for your hard work and dedication to helping us transform the hospitality industry.
Independent working schedule: We offer flexibility in your working schedule because we trust you to take the time you need to recharge and be your most productive self.
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 development as a leader in the industry.
Even if you don't have all the qualifications listed above, we strongly encourage you to apply if you feel that you can excel in this role. Let's chat!
SevenRooms is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences!
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A full slate of benefits coverage including: medical, dental, vision.
unique memberships through One Medical and Perkspot
Competitive salaries and flexible work life balance
pre-tax commuter benefits
Equity share in a growing business
A fun, vibrant office environment in Chelsea with a smart and passionate team doing incredible things to disrupt the hospitality tech space.
SEVENROOMS at a glance
SEVENROOMS focuses on SaaS, Enterprise Software, CRM, Hospitality, and Restaurants. Their company has offices in New York City, New York, and London. They have a mid-size team that's between 51-200 employees. To date, SEVENROOMS has raised $25.009M of funding; their latest round was closed on October 2018.