Customer Support Specialist

In this role you will:

As a member of our support team, the Customer Support Specialist will own accountability for satisfying our customers’ day-to-day usage and problem-solving questions. You will work with a variety of stakeholders and collaborate intimately with the product, customer success, and sales teams. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.

Typical Functions:

Client Support (Percentage of time dedicated: 70) 

• Know our product inside and out.
• Enable our customers to use our products successfully.
• Maintain a positive, empathetic, and professional attitude.
• Communicate and coordinate with colleagues frequently.
• Advocate for our customers’ needs.
• Provide feedback and propose changes to improve the efficiency of the customer service process.
• Respond to and resolve client support tickets in a timely and efficient manner, ensuring customer satisfaction. 
• Engage in ongoing professional development, focusing on product knowledge and the improvement of technical skills to enhance performance in the role. 

Team-Based (Percentage of time dedicated: 20) 

• Participate in weekly team meetings and daily team communication keeping everyone up-to-date on current work 
• Be a valued team member and actively contribute to an atmosphere of cooperation and growth
• Be cognizant of individual goals and team goals simultaneously

OKRs (Percentage of time dedicated: 10) 

• Actabl engages in yearly and quarterly strategic planning resulting in team level, division level and company level Objective and Key Results (OKR’s) that are an integral part of moving the company forward in a planned direction. 
• You will be responsible for helping to keep the relevant team OKRs on target

Other Duties & Responsibilities

• Ensure that customers are on the latest production release. 
• Join client calls to assist with support items, and any needed follow up on tickets, ensuring that client needs are addressed in a timely and professional manner.

Requirements

Ideal Skills & Experience:

• 1-3 years experience in a customer support role, preferably in a SAAS product-based company.
• Good understanding of enterprise product support processes in a multi-tiered support environment. 
• Ability to prioritize issues and escalate appropriately. 
• Experience in working with various teams (DevOps, Customer Success, QA, Level 1 Support) for issue resolution
• Bachelor’s Degree in a related field, Accounting, Hospitality, or equivalent experience
• Experience with TeamSupport, Monday.com, & G-Suite preferred
• Experience with the ProfitSword application preferred
• Hotel operations experience, especially in a supervisory role, preferred
• Experience with business intelligence products or labor management tools preferred 
• Hospitality Industry experience preferred