Technical Support Representative

**Why SevenRooms**:
Through meaningful experiences and innovative technology solutions, SevenRooms is on a mission to transform the hospitality industry. We built a platform that delivers the ingredients for hospitality owners to be able to provide guests with extraordinary moments.

Our mission matters now, more than ever. Our guest experience and retention platform empowers restaurant and hospitality operators around the world to take back control of their business, deliver on world-class guest experiences, and revitalize their business to grow even stronger from where they were before the pandemic. We believe our technology delivers solutions that operators need to restore and enhance their businesses, while also rebuilding the communities where people live and work.

**The Team & Role**:
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 maximise 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

Our next Technical Support Representative will have the choice to work the following shifts:

- **Monday - Friday: 12 PM - 9 PM Hong Kong Time**:

- **Tuesday - Saturday: 9 AM - 6 PM Hong Kong Time**:

- **Wednesday - Sunday: 12 PM - 9 PM Hong Kong Time**

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 get to the extra mile to help clients, while balancing our efforts with great team chemistry and plenty of laughs

**What You'll Do**:

- **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 our 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.

**Who You Are**:

- You have worked in a high leverage, customer-facing support role within the B2B, SaaS, or hospitality industry
- You have familiarity with Zendesk, Jira, Salesforce, or similar support platforms
- You have outstanding communication skills
- You are a collaborative person who thrives in a team environment
- You have a strong ability to juggle multiple requests and bug reports at once while practising excellent follow-through techniques
- You have a proven track record in building relationships with clients
- You have strong analytical, critical thinking, and problem-solving abilities

**What We Offer**:

- **A fresh start with a flexible and independent working schedule**:SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You'll also have access to unlimited paid time off, including tenure-based PTO minimums and the option to work anywhere at any time.
- **Equitable compensation**: Our compensation packages are based on external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner and working together to build an outstanding company.
- **Comprehensive benefits package**:SevenRooms provides access to supplemental medical coverage (inpatient & outpatient), vision care, and dental care.
- **Employee programs and recognition**: Through our Roomie's Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You'll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you're a part of our team.
- **Opportunities for training and professional development**:Your manager will partner with you on establishing quarterly goals that not only benefit us but aid in your overall career development an