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Tripleseat Customer Support Specialist in Concord, Massachusetts

For Hospitality, by hospitality. At Tripleseat, we are dedicated to our mission to deliver an innovative, game-changing technology solution to the hospitality industry. We are the market-leading, cloud-based catering and event management platform for over 14,000 restaurants, hotels, and event venues. Tripleseat enables these venues to seamlessly book, plan, and streamline their events while increasing sales and revenue. We are looking for high-performing and motivated professionals who are excited about the chance to support and strengthen technology in the hospitality industry. If this sounds like you, it’s time for you to come party with us!

As a Customer Support Specialist, you will be on the front lines; in charge of responding to inbound emails, phone calls, and online chat with customers to ensure their experience using the software is a success.

This role will be an in-office role based in our Concord, MA office. We do have flexible work from home options.

What you will do:

  • Communicate directly with customers to research, troubleshoot, and assist to ensure success and resolution

  • Assist customers through multiple channels (Zendesk tickets, online chat, phone calls, & Zoom)

  • Ensure timely resolution of customer issues while maintaining a professional and positive demeanor

  • Problem-solve and provide best practices and resolutions to best utilize Tripleseat products

  • Train new and seasoned users by creating and hosting webinars and educational sessions

  • Liaison between the customer and other Tripleseat team members (Tier 2 Support, Account Management, Finance, etc.) for escalated situations while proactively communicating with the client

  • Offer product expertise internally to other teammates and departments

  • Contribute to the creation and improvement of support documentation

  • Develop and maintain a deep understanding of our products/services to provide informed and accurate assistance

  • Assist in onboarding and training new support agents

What we are looking for:

  • 1-2 years of customer service experience required – experience in the hospitality industry is preferred

  • Strong communication (written and verbal) and interpersonal skills

  • Strong problem-solving and critical-thinking abilities

  • Demonstrate empathy, resourcefulness, patience and drive

  • Ability to manage multiple workflows simultaneously with a positive attitude

  • Comfortable with web-based software tools such as Zendesk, Slack, Guru, Zoom, Salesforce and Google Suite

  • Ability to work efficiently in a fast-paced environment, within a team atmosphere, and independently, while maintaining a sense of humor

Here at Tripleseat, it is all about the people. Our company culture and the well-being of our employees are the key to our success. We love what we do and who we get to do it with! Check out some of our awesome benefits!

· Competitive health insurance

· Company paid Life Insurance, STD, and LTD

· 401K with company match

· Parental Leave

· Pet Insurance

· Flexible vacation plan

· Volunteer time off

· Dog-Friendly Office

Here at Tripleseat, we make sure that everyone has a seat at the table. That’s why we’re proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued - Everyone Included.