Client Support Representative

2 weeks ago

Concord, Massachusetts, United States Tripleseat Software Full time
Position Overview

For Hospitality, By Hospitality.

Tripleseat is a premier web-based platform for event management and sales tailored for the hospitality sector, including restaurants, hotels, and unique venues. Our goal is to enhance and simplify the event planning journey, enabling our clients to concentrate on providing outstanding customer experiences. We are committed to cultivating a collaborative and innovative workplace that promotes personal and professional growth.

This position is primarily office-based, with flexible remote work options available.

Key Responsibilities:
  • Engage directly with clients to investigate, troubleshoot, and assist in achieving successful outcomes.
  • Support clients through various communication channels (including support tickets, live chat, phone calls, and video conferencing).
  • Ensure prompt resolution of client inquiries while maintaining a professional and positive attitude.
  • Analyze problems and provide best practices to optimize the use of Tripleseat products.
  • Educate both new and experienced users by organizing and conducting webinars and training sessions.
  • Act as a liaison between clients and other Tripleseat departments for escalated issues, ensuring proactive communication.
  • Share product knowledge internally with team members and other departments.
  • Contribute to the development and enhancement of support documentation.
  • Maintain a comprehensive understanding of our products and services to deliver informed and accurate assistance.
  • Assist in the onboarding and training of new support staff.
Qualifications:
  • 1-2 years of experience in customer service is required; experience in the hospitality sector is preferred.
  • Excellent written and verbal communication skills, along with strong interpersonal abilities.
  • Proven problem-solving and critical-thinking skills.
  • Ability to demonstrate empathy, resourcefulness, patience, and determination.
  • Capacity to manage multiple tasks simultaneously while maintaining a positive demeanor.
  • Familiarity with web-based software tools such as support ticket systems, communication platforms, and productivity suites.
  • Ability to thrive in a fast-paced environment, both independently and as part of a team, while keeping a sense of humor.

At Tripleseat, we prioritize the well-being and happiness of our employees, recognizing that they are essential to our success. We strive to create a supportive and positive work environment. Our commitment to our employees is reflected in the comprehensive benefits we offer:

  • Comprehensive Medical, Dental, and Vision Insurance: Ensuring the health and well-being of our employees.
  • Company-Paid Life Insurance and Disability Plans: Providing security in unforeseen circumstances.
  • 401(k) with Company Match: Helping employees save for their future.
  • Parental Leave: Supporting work-life balance for new parents.
  • Flexible Paid Time Off: Allowing employees to maintain a healthy work-life balance.
  • Pet Insurance: Recognizing the importance of pets in our employees' lives.

We are proud to be an equal-opportunity employer, committed to fostering a culture of inclusion, diversity, and equity. At Tripleseat, we empower all team members to realize their full potential, ensuring that everyone feels valued and included.

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