Customer Support Specialist

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