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Remote Customer Support Specialist I | WFH

Get It - Hospitality
Chicago, IL Remote Full Time
POSTED ON 1/21/2025 CLOSED ON 2/19/2025

What are the responsibilities and job description for the Remote Customer Support Specialist I | WFH position at Get It - Hospitality?

Job Title: Customer Support Specialist I - Remote

Join Our Team

Become a part of an esteemed technology organization that is at the forefront of facilitating rapid and secure business transactions. Our innovative platform is relied upon by leading brands in the Hospitality and Travel sector, including Marriott, Topgolf, and AEG Worldwide. We empower businesses across 135 countries to streamline their processes, effectively managing document signing, card authorizations, and payment transactions amounting to over $5 billion annually. With a strong foundation in the Hospitality and Travel industries, we are committed to delivering an unparalleled experience for guests and travelers worldwide.

Position Overview

As a Customer Support Specialist I, you will be the initial point of contact for our customers, delivering exceptional first-response support and ensuring a positive service experience. You will contribute significantly to our Customer Support Team, focusing on efficient and high-quality problem resolution across all customer interactions. On average, you will address approximately 600 cases monthly, leveraging your technical acumen, problem-solving abilities, and stellar customer service skills. This role reports directly to the Manager of Customer Support.

Key Responsibilities

  • Respond promptly and professionally to customer support inquiries via tickets, calls, and emails.
  • Provide technical assistance for complex issues.
  • Analyze error logs, replicate issues, and relay actionable information to engineering teams for effective resolution.
  • Clearly communicate technical problems to both customers and internal stakeholders, ensuring thorough documentation and timely updates.
  • Maintain accurate records of all customer interactions within Zendesk, including the status of escalated tickets.
  • Build strong relationships with customers to enhance satisfaction and loyalty.
  • Engage in documentation creation, knowledge base updates, and assist with account setups as needed.
  • Participate in the holiday support schedule as required.

Qualifications

  • A Bachelor's degree is preferred, or a minimum of 2 years of customer service experience in a technical support capacity (B2B/SaaS experience desired).
  • Proficiency in Zendesk (Explore and Help Center), Jira, DataDog, and SaaS interfaces.
  • Demonstrated experience in troubleshooting issues and providing clear, actionable details to engineering teams regarding bugs.
  • A background in developing Standard Operating Procedures (SOPs) and documentation is beneficial.
  • Outstanding written and verbal communication skills, with the ability to convey technical concepts to diverse audiences.
  • Strong analytical and problem-resolution capabilities.
  • Ability to conduct screen sharing with clients, manage inbound calls, and deliver patient, customer-focused support.
  • Excellent organizational skills, coupled with a self-motivated and proactive learning approach.
  • Familiarity with eCommerce and hotel operations or property management systems is advantageous.

Compensation And Benefits

The total compensation for this position will be based on individual skills, overall experience level, and prior exposure within the SaaS or hospitality and travel domains. We have established a standardized salary range of \(50,000 to \)55,000 for this role.

What We Offer

You will thrive in a collaborative atmosphere that encourages innovative thinking and allows you to make a significant impact. Our comprehensive benefits package includes a competitive salary, unlimited paid time off (PTO), medical/dental/vision insurance, short-term and long-term disability insurance, a 401k plan with a 4% match, paid parental leave, life insurance, and a pre-tax Transit Benefit Program.

Company Culture And Values

We pride ourselves on being an Equal Opportunity Employer, fostering a diverse team that values inclusion and the unique perspectives that each member brings. We encourage all individuals seeking employment to apply, regardless of race, ethnicity, color, age, sex, religion, national origin, ancestry, sexual orientation, gender identity, gender expression, physical or mental disability, veteran status, or any other protected status.

Employment Type: Full-Time

Salary : $50,000 - $55,000

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