Tier II Customer Support Specialist

Corporate Office Concord MA.

Job Features

Job CategoryCustomer Success Team

Job Description

Tripleseat is seeking a highly motivated, talented enthusiastic, energetic Tier II Customer Support Specialist to join the growing Customer Success Team. Tier II is the next level of support for technical issues beyond the normal support questions. Be the go-between for support and developers to report outages, test for bugs, and report situations that may need their attention. You will also be communicating with customers via email, chat or over the phone to help resolve escalated issues.

What you’ll be doing:

  • Correspond with existing customers to help navigate the Tripleseat platform, troubleshoot, research, and assist users to be successful with the application
  • Supporting and coaching clients through multiple support channels (email, online chat, phone)
  • Problem solve and offer suggestions on how to best utilize the application
  • Responsible for importing data from outside sources into Tripleseat
  • Updating and improving customer and internal support documentation


What we are looking for:

  • 3-4 years of customer service experience – experience in the hospitality industry is preferred but not required
  • HTML and CSS knowledge
  • Strong communication and interpersonal skills
  • Proficient in Excel
  • Demonstrate empathy, resourcefulness, and drive
  • Ability to manage multiple workflows simultaneously.
  • Comfortable with web-based software tools such as ZenDesk, Slack, Salesforce, and Basecamp
  • Ability to work in a fast-paced environment while keeping your sense of humor


How we’ll reward you:

  • Competitive salary
  • Medical, dental, life, LTD and 401k with match
  • Unlimited vacation time
  • Work from home Fridays
  • Company trips

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