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