Description:
Reporting into the Customer Support Manager, you’ll help us provide best in class service to our customers. Some of the other responsibilities you’ll have:
- Develop a deep understanding of the Xplor Recreation software to help remove barriers for our clients
- Partner with clients to effectively resolve issues through phone, chat email and our online case portal
- Communicate thoughtful, empathetic and complete resolutions tailored to our clients issues
- Work cross-functionally with other support team members and our product and engineering teams
- Manage tickets and resolve/escalate within our Service Level Agreement
- Product support for both software and hardware usage assistance
Qualifications
What would make me a good candidate?
- 3 years providing contact center support
- Experience utilizing call management and ticketing systems
- Understanding of various Microsoft Windows Operating systems, LAN/WAN Networking, firewall exceptions and whitelisting IP addresses
- Understanding of booking/purchasing using mobile devices such as Android/IOS Tablets and Smartphones
- Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
- Possesses strong customer relation skills
- Strong problem-solving, analytical, follow-up skills and detail oriented
- Ability to demonstrate a working understanding or fundamental knowledge of retail POS technology
- Proactive, self-motivated learner with a strong drive to achieve personal goals
- Ability to work in a team where you manage your own time and priorities
- Motivated by a fast paced environment where you will have to constantly adapt - no two days are the same!
- You’re a true team player who knows that we all have to sometimes roll up our sleeves
- You align with our four core values and you’re simply a good human
- Must be available to work 8.30am- 5pm PST.
- May be eligible for a discretionary bonus