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For Hospitality, by hospitality. At Tripleseat, we are dedicated to our mission to deliver an innovative, game-changing technology solution to the hospitality industry. We are the market-leading, cloud-based catering and event management platform for over 14,000 restaurants, hotels, and event venues. Tripleseat enables these venues to seamlessly book, plan, and streamline their events while increasing sales and revenue. We are looking for high-performing and motivated professionals who are excited about the chance to support and strengthen technology in the hospitality industry. If this sounds like you, it’s time for you to come party with us!
As a Customer Support Specialist, you will be on the front lines; in charge of responding to inbound emails, phone calls, and online chat with customers to ensure their experience using the software is a success.
This role will be an in-office role based in our Concord, MA office. We do have flexible work from home options.
What you will do:
Communicate directly with customers to research, troubleshoot, and assist to ensure success and resolution
Assist customers through multiple channels (Zendesk tickets, online chat, phone calls, & Zoom)
Ensure timely resolution of customer issues while maintaining a professional and positive demeanor
Problem-solve and provide best practices and resolutions to best utilize Tripleseat products
Train new and seasoned users by creating and hosting webinars and educational sessions
Liaison between the customer and other Tripleseat team members (Tier 2 Support, Account Management, Finance, etc.) for escalated situations while proactively communicating with the client
Offer product expertise internally to other teammates and departments
Contribute to the creation and improvement of support documentation
Develop and maintain a deep understanding of our products/services to provide informed and accurate assistance
Assist in onboarding and training new support agents
What we are looking for:
1-2 years of customer service experience required – experience in the hospitality industry is preferred
Strong communication (written and verbal) and interpersonal skills
Strong problem-solving and critical-thinking abilities
Demonstrate empathy, resourcefulness, patience and drive
Ability to manage multiple workflows simultaneously with a positive attitude
Comfortable with web-based software tools such as Zendesk, Slack, Guru, Zoom, Salesforce and Google Suite
Ability to work efficiently in a fast-paced environment, within a team atmosphere, and independently, while maintaining a sense of humor
Here at Tripleseat, it is all about the people. Our company culture and the well-being of our employees are the key to our success. We love what we do and who we get to do it with! Check out some of our awesome benefits!
Here at Tripleseat, we make sure that everyone has a seat at the table. That’s why we’re proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued - Everyone Included.
Full Time
IT Outsourcing & Consulting
$54k-71k (estimate)
01/28/2023
03/21/2024
tripleseat.com
CONCORD, MA
100 - 200
2008
Private
NICHOLAS MILLER
$10M - $50M
IT Outsourcing & Consulting
Tripleseat is a cloud-based software that allows restaurants and hotels to organize and manage events.
The job skills required for Customer Support Specialist include Customer Service, Life Insurance, Customer Support, Health Insurance, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Support Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Support Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Customer Support Specialist positions, which can be used as a reference in future career path planning. As a Customer Support Specialist, it can be promoted into senior positions as a Customer Service Representative IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Support Specialist. You can explore the career advancement for a Customer Support Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Customer Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Support Specialist for your reference.
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Quotes from people on Customer Support Specialist job description and responsibilities
To enhance customer experience, they help customers complete purchases, upgrades/returns and frequently provide necessary technical assistance.
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They help customers with their queries and complaints.
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Listen to customer complaints and provide adequate solutions for their problem via phone or email.
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Career tips from people on Customer Support Specialist jobs
Communication skills come as pretty much as a given, concerning customer support.
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Make Connections and Give Compliments.
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Ensure that customers understand the resolution and provide on-going education to customers.
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Compile and analyze customer requirements to give the best advice and resolve their query.
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Customer service experience- A thorough knowledge of how to delight customers through strong researching, problem solving and troubleshooting skills.
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