Technical Support Representative

Summary

Join SevenRooms as a Technical Support Representative and provide world-class customer support to hospitality operators globally. You will troubleshoot issues, train clients on product functionality, and develop strategies to maximize their ROI. This role requires strong communication, problem-solving, and technical skills. You will work independently, responding to tickets and calls, and creating tailored solutions. The position offers flexible scheduling options and a supportive team environment. SevenRooms is committed to employee well-being and offers a comprehensive benefits package.

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 organization 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. You’ll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, and the option to work anywhere at any time
• Fair and equitable compensation: Our compensation packages are competitive based on external market data. At SevenRooms, you can expect fair pay for your hard work and dedication to helping us transform the hospitality industry. In addition, we also offer equity in our growing organization. The salary range for this role is $56,000.00 - $67,000.00. This is the range SevenRooms in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, and business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable
• Comprehensive benefits package: We offer a full slate of benefits for our employees and their families: comprehensive medical, dental, and vision benefits, commuter benefits, gym reimbursement, 401K plan, and unique wellness offerings that include One Medical, Spring Health, Carrot, and Headspace
• Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You’ll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you’re a part of our team
• 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