Remote Technical Support Representative

Summary

The job is for a remote Partner Support Representative at Peek, a company that offers an online platform for booking experiences. The role involves handling customer inquiries, providing feedback internally, learning about the products, and working collaboratively with other support team members. The ideal candidate has 2+ years of experience in customer service or technical support, excellent communication skills, patience, strong problem-solving abilities, and the ability to work in a dynamic environment.

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
• 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

• 4.850.000 COP/month + bonuses
• Health Coverage through Allianz
• Peek invests in our employee’s health and well-being. We’ve built our benefits package around our Peekster’s needs including full health care, dental, and vision plans, paid parental leave, company recharge at the end of the year, and competitive compensation packages that include significant equity upside that allows you to share in Peek’s long-term success