Tier 2 Support and Resolution Agent

Job Description

Job Description

Position Summary :

We are seeking a Tier 2 Support and Resolution Agent to join our passionate team and help us maintain our reputation for excellence, all while working from the comfort of your home. As a Tier 2 Support and Resolution Agent, you will be responsible for handling complex support issues that require deeper knowledge and problem-solving skills. This includes managing guest and spectator complaints, troubleshooting technical issues with resort systems, and coordinating solutions with various departments. You will ensure that every issue is resolved to the guest’s satisfaction, maintaining the resort’s high standards of service. There is real opportunity to grow within the company and our parent company beach city life.

Responsibilities :

• Handle complex and escalated guest support inquiries, resolving issues related to bookings, technical difficulties, and guest experiences.
• Work with internal teams to resolve technical issues that guests experience with resort systems.
• Assess issues, determine root causes, and work with the team to offer appropriate solutions or escalate further if needed.
• Follow up with guests to ensure their issues are resolved and they are satisfied with the outcome.
• Maintain clear and accurate records of guest interactions, support issues, and resolutions in the CRM system.
• Work cross-functionally with other departments (e.g., IT, operations, customer service) to address and prevent recurring issues.
• Provide feedback to management on recurring issues, potential improvements, and technical solutions.

Qualifications :

Company Description

Beach City Sports has grown to become the Gateway to Social Life in Southern California. Currently facilitating divisions from Huntington Beach to Newport Beach, it is where adults go to find like-minded people enjoying safe sporting & social opportunities on the weekends and weeknights year-round. Our parent company beach city life having rentals with a variety of properties along the California’s picturesque coastline. Whether you are looking for a beachfront, bayfront, low-density, lazy river, boat docks / slips, a private cottage or house, or a large complex we have an option for you! We are dedicated to delivering top-tier service in every aspect of our resort, from relaxation to adventure. Beach City Sports is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.

Company Description

Beach City Sports has grown to become the Gateway to Social Life in Southern California. Currently facilitating divisions from Huntington Beach to Newport Beach, it is where adults go to find like-minded people enjoying safe sporting & social opportunities on the weekends and weeknights year-round. Our parent company beach city life having rentals with a variety of properties along the California’s picturesque coastline. Whether you are looking for a beachfront, bayfront, low-density, lazy river, boat docks / slips, a private cottage or house, or a large complex we have an option for you! We are dedicated to delivering top-tier service in every aspect of our resort, from relaxation to adventure. Beach City Sports is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.