Remote Technical Support Representative

Summary

Join Peek, a leading experiences platform, as a Partner Support Representative! This fully remote role supports activity partners in utilizing our SaaS platform, PeekPro. You'll be the first point of contact for product questions and technical troubleshooting, ensuring partners have a positive experience. The ideal candidate possesses strong problem-solving skills, excellent communication, and a passion for helping others. Regular weekend hours may be required. We offer a competitive compensation package and comprehensive benefits, including full health care, dental, and vision plans, paid parental leave, and company recharge time.

Requirements

• 2+ years of experience in customer service and/or technical support
• Must be able to work at least one weekend day
• Excellent English written, oral, and interpersonal communication skills (minimum 50 WPM on typing exam)
• Natural enthusiasm for helping people solve technical problems
• Patience and ability to troubleshoot and teach new software to non-tech savvy operator partners
• Ability to work in a dynamic environment without skipping a beat
• Must be punctual and reliable
• Strong deductive reasoning skills, with an ability to uproot the cause of a reported issue
• Discretion in handling potentially sensitive information about a partner, partner’s account, or business

Responsibilities

• Follow-up and see-through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests
• Author informative and thorough how-to messages using excellent communication skills to maintain a high CSat
• Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes
• Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes
• Work in unison with other Support team members, as well as provide information reviewed by our Product and Engineering teams as they work to improve PeekPro

Preferred Qualifications

• Interest in the travel/tourism industry
• Experience working within ZenDesk or other support tooling
• Experience working with Salesforce, JIRA, Slack and/or G-Suite
• Experience in a similar role

Benefits

• Full health care, dental, and vision plans
• Paid parental leave
• Company recharge at the end of the year
• Competitive compensation packages that include significant equity upside
• Remote work