Technical Support Representative

The Team & Role

We are looking for a Technical Support Representative to join our growing team in EMEA. You will work directly with hospitality operators across the globe to troubleshoot issues, instruct and teach product functionality, and strategize to maximize our customers' Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients.

You will employ your experience responding to tickets, answering phone calls, and creating tailored product strategies to assist our clients in a thoughtful manner. As an independent and self-sustaining worker, you'll approach your work with empathy, integrity, and a desire for growth – having a natural curiosity to not only ask how a feature works, but why. Most importantly, you'll be motivated by our clients' happiness; provide technical and business solutions to improve retention and make their lives easier! You will report to the Director of Customer Support.

Our next Technical Support Representative will work the following shift:

• Friday - Tuesday: 9:00 AM - 5:00 PM GMT

The SevenRooms Support Team is composed of unique and driven individuals possessing skills across the board that empower us to collaborate. Blending approaches that suit all personalities, we love solving problems, strategizing with clients, and view daily challenges as opportunities to grow as individuals. This team goes above and beyond to go the extra mile to help clients, while balancing our efforts with great team chemistry and plenty of laughs!

What You’ll Do

• Technical Support: Resolve customer queries by email and phone in a prompt and efficient manner
• Strategic Support: Allow customers to unlock maximum return on investment by providing prescriptive, thoughtful, and efficient setups and solutions that show a fundamental understanding of our platform along with their our goals.
• Product Expertise: Maintain a comprehensive knowledge of the SevenRooms platform across the organisation and down to individual clients.
• Documentation: Document problem resolution steps across all clients.
• Prioritisation: Identify issues based on the severity of customer impact.
• Process and Tooling: Learning to use, and understanding when to apply multiple systems and solutions used both internally and externally to log and pull relevant data and track important functions for use in daily tasks.

Who You Are

• 1+ years working in a high leverage, customer facing support role or strategic account management role (ideally within the B2B, SaaS, and/or hospitality industry)
• Familiarity with Zendesk, Jira, Salesforce, or similar support platforms
• Outstanding written and oral communication
• Highly-collaborative, positive, go-getter attitude
• Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, and bug reports at once, practicing excellent follow-through techniques
• Proven track record in building positive relationships with clients
• Strong analytical, critical thinking, and problem-solving abilities
• Technical aptitude and understanding of the hospitality software industry

What We Offer

• A fresh start: SevenRooms offers the unique opportunity for eligible new hires to participate in our Fresh Start Program, where the company provides the option to curate your own meaningful experience, to reset and refresh. Whether you want to prioritize self-care and rest, connect with loved ones, or treat yourself to something new – the choice is up to you and our team is ready to help make that happen.
• Equitable compensation: Our compensation packages are based on competitive external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner and working together to build an outstanding company.
• Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, and income protection.
• Employee programs: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You will also receive unique milestone awards throughout your journey with SevenRooms, including swag, experiences, and trips to celebrate specific years of tenure.
• Learning and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs as part of many reimbursement options available through Roomie’s Choice.