Technical Support Representative

Summary

Join SevenRooms' growing APAC team as a Technical Support Representative! You will provide world-class customer support to hospitality operators globally, troubleshooting issues, training on product functionality, and developing strategies to maximize ROI. This role requires strong communication, problem-solving, and technical skills within the hospitality software industry. You will work independently, demonstrating empathy and a proactive approach to client success. The position offers a flexible schedule, comprehensive benefits, and opportunities for professional development. You will report to the Director of Customer Support and work a Sunday-Thursday, 8:00 AM - 5:00 PM SGT shift.

Requirements

• 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

Responsibilities

• Resolve customer queries by email and phone in a prompt and efficient manner
• 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
• Maintain a comprehensive knowledge of the SevenRooms platform across the organisation and down to individual clients
• Document problem resolution steps across all clients
• Identify issues based on the severity of customer impact
• 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

Benefits

• A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. In addition to local statutory sick leave, you'll also have access to unlimited paid time off, including tenure-based PTO minimums and the option to work anywhere at any time
• Equitable compensation: Our compensation packages are based on 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 supplemental medical coverage, life insurance, short-term disability, long-term disability, vision care, dental care, and pension plan
• Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. All full-time employees are eligible for our Core Value Awards program which is awarded bi-annually and recognizes those who exemplify our organization’s core values. You can expect unique milestone awards throughout your journey with SevenRooms, including swag, experiences, and trips to celebrate specific years of tenure
• Opportunities for training 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