Technical Support Representative

Summary

Join Peek, a leading experiences platform, as a Partner Support Representative! In this fully remote role, you'll provide first-line support to activity partners using our SaaS platform, PeekPro. You'll troubleshoot technical issues, respond to inquiries across various channels, and maintain high customer satisfaction. The ideal candidate possesses strong problem-solving skills, excellent communication abilities, and experience in customer service or technical support. Peek offers a competitive salary, comprehensive health benefits, paid parental leave, and opportunities for professional growth within a dynamic, remote-first company. We're a fast-growing company with accolades from Forbes and Newsweek, and we're looking for someone passionate about helping others succeed. This role reports to a Team Lead in the US.

Requirements

• 2+ years of experience in customer service and/or technical support
• Full-time availability; Ability to work 5 consecutive days (possible schedule to include 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
• Consistent and dependable WiFi in a personal workspace that allows for distraction-free environment

Responsibilities

• Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests, while maintaining a high customer satisfaction rating
• Craft informative, timely, and instructional messages in response to product- and tech-related queries
• Active participant in team meetings and in assisting other colleagues across the company
• 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
• Meet monthly Items per month, CSat and QA minimums and develop consistent performance

Preferred Qualifications

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

Benefits

• Mex$ 20.400 gross monthly salary
• Health Coverage through Allianz
• 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 that allows you to share in Peek’s long-term success