Technical Support Specialist

Technical Support Specialist

As a Technical Support Specialist you will be responsible for providing immediate first level support to our customers, with a Customer First Approach. The Technical Support Specialist is responsible for responding to phone calls, support tickets and live chats, to assist our customers with whatever their enquiry may be. This is a hybrid role 3 days a week in office.

What you will do

• Be a guru for Rezdy's software in every engagement with all Rezdy customers types
• Handle customer enquiries with positive interaction and effective and creative problem solving, exploring all possibilities to fully resolve customer issues
• Identify, test and troubleshoot customer issues and provide resolutions in a timely manner
• Keep the customer involved and informed as needed
• Meet and/or exceed the average daily and monthly productivity targets
• Ensure customer emails are responded to within the agreed SLA and maintain a CSat score that is above target.
• Assist in troubleshooting bugs and escalating to the right teams.
• Self initiate learning to keep up to date of new product features and developments to assist in the support process
• Report trends related to bugs, feature requests and feedback to relevant internal departments
• Ensure the high quality maintenance and accuracy of notes within the ticketing system
• Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service
• Be a brand ambassador of the Rezdy product
• Embody and champion Rezdy's value

KPIs

• Technical Support
  • SLA Achievement Rate: 90% (Subject to change every month)
  • CSAT: 90% Target (Subject to change every month)
  • FRT: 2 hours or less
  • Phone call and live chat interactions to be handled in a distributed amount according to the Technical Support Manager's discretion.

What we are looking for

• Technical Skills and Experience
  • Experience with a telephony system (Aircall)
  • Experience with CRM system / Hubspot / ZenDesk preferrable
  • Experience/Interest in software, API's, HTML
  • Experience in Zendesk or similar helpdesk ticketing tool highly preferred
  • Previous experience in helpdesk role
• Attributes and Competencies
  • Proven experience in achieving and exceeding targets
  • Empathetic, provides value to customers beyond their expectations
  • Great with customers with a passion for giving exceptional service with the ability to influence others to do the same
  • Effective communication skills
  • High attention to detail and highly organized
  • Ability to work autonomously and towards deadlines
  • Sets high standards of personal performance
  • Is solutions driven and a team player
  • Adaptable and flexible with an openness to new ideas

You'll be joining a global team that's passionate about building something that mattersand having a good time while doing it.

We'd love for you to join us on this exciting journey. Together, let's shape the future of the leisure and tourism industry!

The hourly rate for this role is within the range of $26.44 - $28.85, based on experience.