Customer Support Specialist

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

The Customer Support Specialist at Tripleseat plays a critical role in ensuring the success and satisfaction of our customers. You will be responsible for providing top-tier support across multiple channels, including emails, live chat, inbound phone calls, and Zoom sessions. Your ability to troubleshoot, problem-solve, and offer best practices will help customers maximize the value of our products. Additionally, you will contribute to the creation and improvement of support documentation, and assist in onboarding and training new support agents. As a key liaison between customers and internal teams, you will ensure that escalated issues are resolved promptly and professionally.

Location: This role will be in-office based in our Concord, MA office. A hybrid work schedule will be offered.

Core Responsibilities:

• Communicate directly with customers to research, troubleshoot, and assist in ensuring success and resolution.

• Assist customers through multiple channels (emails/tickets, live chat, inbound phone calls, & Zoom) to provide timely and effective support.

• Ensure the timely resolution of customer issues while maintaining a professional and positive demeanor.

• Problem-solve and provide best practices and resolutions to help customers best utilize Tripleseat products.

• Train new and seasoned Tripleseat users by creating and hosting webinars and educational sessions.

• Act as a liaison between customers and other Tripleseat team members (Tier 2 Support, Account Management, Finance, etc.) for escalated situations, proactively communicating with customers.

• 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 Specialists, helping them to become effective contributors to the team.

• Other related duties as assigned.

Knowledge, Skills, and Abilities Required:

• 1-2 years of customer service experience required, with strong communication (written and verbal) and interpersonal skills.

• Demonstrated ability to troubleshoot issues and provide effective solutions.

• Strong ability to empathize with customers, coupled with resourcefulness, patience, and a drive to ensure customer success.

• Comfortable with web-based software tools such as Zendesk, Slack, Guru, Zoom, Salesforce, and Google Suite.

• Ability to manage multiple workflows simultaneously while maintaining a positive attitude in a fast-paced environment.

• Ability to work efficiently within a team atmosphere and independently, while maintaining a sense of humor.

Preferred Experience:

• Experience in the hospitality industry is highly preferred, as it will provide valuable context for customer interactions.

• Experience in creating and hosting webinars or educational sessions for users is a plus.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.

• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.

• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.

• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.

• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.

• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal opportunity employer, not discriminating based on 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 dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.

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Last updated on Sep 26, 2024