What are the responsibilities and job description for the Support Specialist position at Singenuity?
Support Specialist on Oahu, Hawaii – Background in Tour & Attraction Operations
Who We're Looking For
For this role we are specifically looking for those with front-line experience at a tour or attraction operation (front desk, reservations, management) who are looking for a new opportunity in the same, great industry.
We’re looking for this specific background because you know what our clients are going through : what it's like to have a long line of guests in front of you while the phone is ringing; what good support looks and feels like on the receiving end when you reach out to your software provider; and ultimately how an attraction operator thinks.
In addition to this specific background, we’re looking for self-starters, those that move on things without being asked; who are coachable and have a hunger for learning; who are problem solvers; who have the soft skills to make people feel heard and understood; who aren’t deterred or phased by phone calls from clients even though you don’t know what’s waiting for you when you answer; who are clear and precise communicators; who are excellent at time-management and can work autonomously; and finally, who are excited about the idea of providing elite customer service.
And finally, we are looking for individuals who currently live on the island of Oahu and who have a great understanding of Hawaii’s unique cultural, societal, and communication norms. Candidates with strong ties to the local community are highly preferred.
If any of these ring true for you, then we are excited to meet with you!
Job Summary
This is a client-facing role all about problem solving, clear and empathetic communication, expectation management, and product knowledge.
This role consists of three primary responsibilities, each related but different enough from the other to provide variety throughout the day or week :
- Daily : Respond to, solve and / or escalate support messages, calls, emails, tickets, etc. This consists of being on a rotation of "on-call" support, which includes rotating evenings, weekends and holidays.
- Daily : Assist in onboarding new clients by building new accounts from scratch and listening in on the implementation calls. This includes setting up their activities and schedules, importing data from the previous system, etc.
- Daily / Weekly : Assist in teaching our AI support agent, Nash. This primarily consists of writing help articles for both new features and existing functionality, as well as updating existing articles.
Ultimately your responsibility is to provide the best client support possible. There are very few, if any, corporate-level rules or roadblocks that keep you from helping a client. Help them first, and we can figure out the rest later.
Your success in this role will be dependent on you thoroughly learning and understanding all the functionalities and applications of Singenuity.
Pay & Benefits :
About Singenuity :
Singenuity is on a mission to revolutionize the attraction operations industry and provide busy attraction operators with one unified software that drives their business to best-in-class.
Our cloud-based SaaS platform empowers attraction operators with intuitive solutions for ticket sales, reservations, payments, and beyond. Based in Nashville, TN, and Salt Lake City, UT, our team combines technical expertise with operational experience and insight to deliver cutting-edge solutions that drive success for our clients.
The Tours & Attractions sector is not just booming; it's leading the charge in the travel industry. Ranked as the third-largest segment following Airlines and Hotel / Accommodations, it's the fastest growing and ripe with opportunities for innovation and growth.
If you're ready to join a team full of operators trying to help other operators, then we would love to hear from you. Send your resume and a brief note about why you're excited to work with us to careers@singenuity.com.
Singenuity provides equal employment opportunities for all individuals regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status. We welcome and encourage applications from all qualified candidates.
Interested?
If you are interested send your resume to Julie, julie@climbworks.com , and let her know why Singenuity should hire you as a Support Specialist.