Actabl is a company focused on providing innovative solutions for hotel companies to enhance their operations and profitability. The Customer Support Specialist will be responsible for ensuring customer satisfaction through effective problem-solving and collaboration with various teams. This role requires strong communication skills and a hands-on approach to support customers in their day-to-day usage of the company's products.
Responsibilities
- Own accountability for satisfying our customers’ day-to-day usage and problem-solving questions
- Work with a variety of stakeholders and collaborate intimately with the product, customer success, and sales teams
- 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
- 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
- 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
Skills
- 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
- Hospitality Industry experience preferred
Benefits
- Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
- Employer-paid life & AD&D, short-term disability & long-term disability
- Discounted pet insurance plans through Wishbone
- Employee Assistance Program (EAP) services available to employees & their dependents
- On-site gym available for free use at Denver office
- Healthcare spending accounts with employer contributions
- 401(k) plan with an employer match of up to 4%
- Unlimited discretionary time off hours to be used when needed
- 10 observed US federal holidays throughout the year
- Winter recess for all Actabl employees between December 24th-January 2nd
- 12 weeks of parental leave for both birthing & non-birthing parents
Company Overview
Actabl combines business and labor intelligence with a comprehensive operations platform. It was founded in 2022, and is headquartered in Oldsmar, Florida, USA, with a workforce of 201-500 employees. Its website is https://www.actabl.com.