Technical Support, Guest Experience Specialist
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Job Description
Technical support specialist managing venue issues and guest communications for Immersive Gamebox, a social gaming experiences company. Driving fast, consistent support and guest satisfaction across venues.
Responsibilities:
- Lead first-line proactive support for technical and operational queries from venues
- Handle inbound customer communications
- Prioritise queries according to importance and impact to venues and guests
- Follow troubleshooting procedures and use a knowledge base of solutions to resolve tickets
- Meet targets for inbound communication response times, resolution times, and customer satisfaction
- Help guests with FAQs and bookings while promoting the experience
- Complete additional operational tasks with appropriate training
Requirements:
- 2+ years of experience as a support agent or specialist in hospitality or entertainment
- Hands-on support style and customer-centric approach
- Experience with technical and/or operational support or troubleshooting
- Experience within guest experiences
- Flexible availability required
- 40 hours per week
- Successful completion of a 90-day probationary period for continued employment
Benefits:
- Paid vacation and holidays
- Mental health support through our Employee Assistance Program
- Employee discounts through LifeMart
- Fast paced, high energy work culture
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