Careers

Customer Support Specialist

Customer Support Specialist Job Description

At Travel Syndication Technology LLC, we consider customer experience essential to our success. We are seeking a highly technical, experienced support professional who is passionate about putting customers first. Our support team's top priority is to make our customers successful and ensure that their experience using TST is a pleasant and productive one.

This is a full-time role in our Atlanta office that requires a broad skill set to be successful. You will not only be directly responsible for keeping TST's customers happy, but you will also interface with the product development team to share customer feedback and insights.

 

Responsibilities

  • Provide exceptional technical support for new and experienced users

  • Work with our product owners and developers to understand and resolve complex issues

  • Escalate technical issues with the appropriate team for investigation

  • Write clear and concise bug reports for our QA team to triage

  • Turn customer feedback into actionable recommendations for our product team

  • Close the feedback loop with users when bugs are resolved and feature requests are implemented

  • Continually focus on improving our support processes as we scale

 

Basic Requirements

  • You have prior experience in a similar role

  • You are skilled at explaining technical problems succinctly and clearly

  • You are organized and have excellent time management skills in the face of rapidly shifting priorities

  • You possess a high level of emotional intelligence (EQ)

  • You care deeply, genuinely and passionately about customer support and about the role it plays in making a customer-centric team successful

  • You know when something is over your head and are not afraid to ask for help

  • You are an effective, clear communicator with the ability to adapt communication style for different audiences

  • You have a post-secondary degree or equivalent professional experience

  • You are authorized to work in the U.S. and either living in or willing to relocate to the Atlanta area

 

Preferred Experience

  • SaaS, B2B support experience

  • Browser-based troubleshooting

  • Travel industry exposure is nice, but not required

 

Skills

  • 1-2 years of SaaS Support experience

  • Comfortable at a command line and reading logs

  • Tools

    • ZenDesk, Help Scout, Intercom or similar ticketing system

    • JIRA/Confluence

    • Targetprocess

    • Slack

  • Languages, Systems and Concepts

    • HTML & XML

    • SQL

 

What We Offer

  • Flex hours with core hours being from 10am to 3pm to promote work/life balance

  • Latest technology available

  • Responsibility-based vacation (untracked)

  • Phenomenal benefits - awesome insurance, 401k with excellent matching, new machine/phone with cell reimbursement

  • Reimbursement for childcare every month

  • Organic fruit delivered weekly

  • Snacks and beverages provided including Red Bull and coconut water.

 

Culture

Our values are:

  • Be Nice, Be Professional

  • Speak Up and Collaborate

  • Have Fun and Work Hard

  • Team-Driven Decision Making

  • Experimentation and Innovation

 


Apply Now

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