Customer Support Specialist

1 day ago


Concord, Massachusetts, United States Tripleseat Software Full time
Job Title: Customer Support Specialist

We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Tripleseat Software. As a key member of our support team, you will play a critical role in ensuring the success and satisfaction of our customers.

Job Summary

The Customer Support Specialist will provide top-tier support across multiple channels, including emails, live chat, inbound phone calls, and Zoom sessions. You will be responsible for troubleshooting, problem-solving, and offering best practices to help customers maximize the value of our products.

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.
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.
About Tripleseat Software

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.

We offer a range of benefits to our employees, including 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, and pet insurance.

We are proud to be an equal opportunity employer, committed to fostering a culture of inclusion, diversity, and equity. We empower all team members to realize their full potential and value everyone's contributions.



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