What are the responsibilities and job description for the Technical Support Specialist position at Rezdy?

Job Description

About Us

Join the adventure and innovate with a talented team that’s pushing the capabilities of experience management! Empower thousands of tour and activity operators.

Join one of North America's top SaaS growth companies. Recently, we have merged with two other leading booking software companies, bringing our combined customer total to approximately 15,000 businesses and processing over $10 billion in bookings to date. This is an exciting time to become part of our focused and dedicated team!

About the Job

Are you passionate about customer service? Do you thrive on solving problems in a technical environment? Are you excited about engaging with customers over the phone, through live chat, and by resolving support tickets?

We are looking for a Technical Support Specialist to join our team and provide friendly, accurate, and timely technical support to our diverse customer base of tour and activity operators. You'll work closely with our product and development teams to help our customers achieve success with our solutions and services.

Location Requirements

We are looking for candidates based in Mountain Time (MST) hours, with a strong preference to those located in Denver, CO

We Look For People Who...

Do the right thing, lead by their personal integrity
Are truly customer-focused and proactive with support
Can execute meaningful customer interactions. Be the best part of our client’s day!
Go above and beyond - adapt and be flexible in their thinking and processes
Love team collaboration, and knowledge sharing, and aren't afraid to learn

Our Technical Support Specialists...

Assist prospective and current customers with product questions via email, phone calls, live chat, community forums, and social media

Troubleshoot configurations and integrations while providing timely solutions

Investigate and report bugs and feature requests

Escalate issues to senior support team members or the development team as needed

Create internal documentation, customer training materials, and video tutorials

Contribute to communication and process improvement initiatives

To Succeed in This Role You'll Bring...

Positive customer-focused attitude

Excellent command of the English language

Creative thinking and strategic problem-solving abilities

Technical troubleshooting skills

Experience in a customer-facing technical support / help desk role

Bonus Points For...

Experience using tools such as Zendesk, JIRA, Google Apps

Proficiency in WordPress or other popular CMS integrations

Familiarity with payment gateways (Stripe, Square, Paypal, etc.)

Understanding of HTML, CSS, and exposure to programming languages

Familiarity with the tour / activities / rental industry (move up?)

Fluency in other languages

Perks and Benefits

A company that values work-life balance

Half-day Fridays during the summer season

Extended health benefits and EAP program

Comprehensive benefits package, including 401(k) and health insurance

Parental benefits

Professional development allowance

The chance to be part of a dynamic and innovative company that is making a difference in the tour and activity sector

Values

Be a trusted guide : We are responsible for finding the right outcomes for our customers and our people. We are consistent and dependable partners to those who rely on us.

Shape the future : We are relentlessly curious, continually finding ways to innovate and improve the status quo. We create our tomorrow, rather than waiting for it to come to us.

Be proud of the journey : We practice deep integrity and respect in each decision, interaction, and relationship. We measure ourselves not only by outcomes but by the path taken together.

If you don't meet all of our requirements exactly or have some gaps in your resume know that we would still love to hear from you! Use your cover letter to tell us about your unique experience - we understand that talent comes from many places and that skills are transferable.

The pay range for this role is : $50,000 - $55,000 USD per year

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Salary : $50,000 - $55,000

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