Technical Support Specialist
Rezdy is a company focused on reshaping the tours, activities, and experiences industry. The Technical Support Specialist will provide first level support to customers, addressing inquiries through various communication channels while ensuring a high standard of customer satisfaction.
Responsibilities
- Provide immediate first level support to our customers with a Customer First Approach
- Respond to phone calls, support tickets and live chats to assist customers with their enquiries
- Handle customer enquiries with positive interaction and effective and creative problem solving
- Identify, test and troubleshoot customer issues and provide resolutions in a timely manner
- Keep the customer involved and informed as needed
- Meet and/or exceed the average daily and monthly productivity targets
- Ensure customer emails are responded to within the agreed SLA and maintain a CSat score that is above target
- Assist in troubleshooting bugs and escalating to the right teams
- Self initiate learning to keep up to date of new product features and developments to assist in the support process
- Report trends related to bugs, feature requests and feedback to relevant internal departments
- Ensure the high quality maintenance and accuracy of notes within the ticketing system
- Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service
- Be a brand ambassador of the Rezdy product
Skills
- Experience with a telephony system (Aircall)
- Experience with CRM system / Hubspot / ZenDesk preferable
- Experience/Interest in software, API's, HTML
- Experience in Zendesk or similar helpdesk ticketing tool highly preferred
- Previous experience in helpdesk role
- Proven experience in achieving and exceeding targets
- Empathetic, provides value to customers beyond their expectations
- Great with customers with a passion for giving exceptional service with the ability to influence others to do the same
- Effective communication skills
- High attention to detail and highly organized
- Ability to work autonomously and towards deadlines
- Sets high standards of personal performance
- Is solutions driven and a team player
- Adaptable and flexible with an openness to new ideas
Company Overview