Technical Support Representative

2 days ago

Singapore Promote Project Full time

We are looking for a Technical Support Representative to join our growing team in APAC. You will work directly with hospitality operators across the globe to troubleshoot issues, instruct and teach product functionality, and strategize to maximize our customers' Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients.

You will employ your experience responding to tickets, answering phone calls, and creating tailored product strategies to assist our clients in a thoughtful manner. As an independent and self-sustaining worker, you'll approach your work with empathy, integrity, and a desire for growth – having a natural curiosity to not only ask how a feature works, but why. Most importantly, you'll be motivated by our clients' happiness; provide technical and business solutions to improve retention and make their lives easier You will report to the Director of Customer Support.

This Technical Support Representative will work the following shift :

  • Sunday - Thursday, 8:00 AM - 5:00 PM SGT | Please be mindful that daylight savings will adjust this shift by 1 hour

The SevenRooms Support Team is composed of unique and driven individuals possessing skills across the board that empower us to collaborate. Blending approaches that suit all personalities, we love solving problems, strategizing with clients, and view daily challenges as opportunities to grow as individuals. This team goes above and beyond to go the extra mile to help clients, while balancing our efforts with great team chemistry and plenty of laughs

What You'll Do

  • Technical Support: Resolve customer queries by email and phone in a prompt and efficient manner
  • Strategic Support: Allow customers to unlock maximum return on investment by providing prescriptive, thoughtful, and efficient setups and solutions that show a fundamental understanding of our platform along with their goals.
  • Product Expertise: Maintain a comprehensive knowledge of the SevenRooms platform across the organisation and down to individual clients.
  • Documentation: Document problem resolution steps across all clients.
  • Prioritisation: Identify issues based on the severity of customer impact.
  • Process and Tooling: Learning to use, and understanding when to apply multiple systems and solutions used both internally and externally to log and pull relevant data and track important functions for use in daily tasks.

Who You Are

  • 1+ years working in a high leverage, customer facing support role or strategic

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