Looking to join a fast-growing and award-winning leader in Travel Tech?
Our client, an international cloud-based booking and property management platform, is looking for a Customer Support Advisor who'll assist customers for the North American market.
Main Responsibilities
This is a fast paced environment and the ability to multitask and to work well under pressure is essential. This role is a customer-facing position, and employees in this role regularly interact directly with customers to provide support, resolve issues, and create positive experiences for customers.
- Provide multi-channel support and advice to resolve customer queries by phone, chat
- and web portal methods equally comfortably
- Expected daily volume of 30-50 contacts daily at full capacity
- Resolve 85% of customer issues at 1st point of contact
- Assist customers to maximize their success through understanding how best to use company's technology, and resolve any technical problems they may be experiencing with the software
- In addition to technical and usage issues, handle general business enquiries, usually related to guest reservations, and interact with major travel agencies such as Booking.com, Expedia, Airbnb, Agoda etc.
- Set up screen share sessions in order to troubleshoot more complex issues including issues related to company's software suite and Online Travel Agency connections for example
- Escalate genuine technical to 2nd line support or the R&D Team using the CRM system
- Meet and exceed customer service KPIs consistently
- Identify issue trends and report these to the management team
- Assist in producing help articles and tools in company's University and for internal use
Candidate Profile
This is a customer-facing position and employees in this role regularly interact directly with customers to provide support, resolve issues, and create positive experiences for customers—even when customers may be frustrated or upset. Accordingly, employees must have strong interpersonal and problem-solving skills, and the ability to handle these situations with professionalism, patience, and effective communication.
- Must be currently based in Dallas, TX and legally authorized to work in the United
- States.
- Associate's Or Bachelor's Degree required
- 3-5 years of experience in a Customer Support/SAAS Software Support role solving
- issues on the phone, email and live chat
- Excellent spoken and written English
- Excellent problem-solving and analytical skills
- Tech-savvy with strong troubleshooting and critical thinking skills to identify root
- causes
- Ability to convey complex technical information in a simplified and easy to
- understand manner to a general audience
- Polite, professional, calm under pressure
- Ability to adapt to changing priorities based on business needs
- Must be able to work a variety of shifts across 7 days
What the company offers
- Permanent full-time contract
- Health Care, 401k Plan, PTO along with major holidays
- A team driven by a passion to win, with an unwavering commitment to putting our
- customers first
- Combine hard work and fun within a great company culture together with smart,
- driven and social people
- Location: Dallas, TX (hybrid schedule)
