Technical Support Representative
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Job Description
Partner Support Representative assisting activity partners using PeekPro's SaaS platform. Ensuring customer satisfaction through technical problem-solving and support.
Responsibilities:
- Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests, while maintaining a high customer satisfaction rating.
- Craft informative, timely, and instructional messages in response to product- and tech-related queries.
- Active participant in team meetings and in assisting other colleagues across the company.
- Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes.
- Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes.
- Meet monthly Items per month, CSat and QA minimums and develop consistent performance.
Requirements:
- 2+ years of experience in customer service and/or technical support
- Full-time availability; Ability to work 5 consecutive days (possible schedule to include weekend day)
- Excellent English written, oral, and interpersonal communication skills (minimum 50 WPM on typing exam)
- Natural enthusiasm for helping people solve technical problems
- Patience and ability to troubleshoot and teach new software to non-tech-savvy operator partners.
- Ability to work in a dynamic environment without skipping a beat.
- Must be punctual and reliable.
- Strong deductive reasoning skills, with an ability to uproot the cause of a reported issue.
- Discretion in handling potentially sensitive information about a partner, partner’s account, or business.
- Consistent and dependable WiFi in a personal workspace that allows for distraction-free environment.
- Spanish language fluency
- Interest in the travel/tourism industry
- Experience working within Zendesk or other support tooling
- Experience working with Salesforce, JIRA, Slack, and/or G-Suite
Benefits:
- Health Coverage through Allianz
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