Customer Support Specialist

3 days ago

Concord, Massachusetts, United States Tripleseat Full time
Customer Support Specialist

Tripleseat is a 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. As a Customer Support Specialist at Tripleseat, you will play 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.

Key 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.

Requirements:

  • 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 our 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.
  • Company Paid Life Insurance, Short- and Long-Term Disability Plans.
  • 401(k) with Company Match.
  • Parental Leave.
  • Flexible Paid Time Off.
  • Pet Insurance.

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.

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