Description

Hi, we’re Actabl.

We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.
• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily. 
• Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

In this role you will:

As a member of our support team, the Customer Support Specialist will own accountability for satisfying our customers’ day-to-day usage and problem-solving questions. You will work with a variety of stakeholders and collaborate intimately with the product, customer success, and sales teams. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.

Typical Functions:

• Know our product inside and out.
• Enable our customers to use our products successfully.
• Maintain a positive, empathetic, and professional attitude.
• Communicate and coordinate with colleagues frequently.
• Advocate for our customers’ needs.
• Provide feedback and propose changes to improve the efficiency of the customer service process.
• Participate in weekly team meetings and daily team communication keeping everyone up-to-date on current work 
• Be a valued team member and actively contribute to an atmosphere of cooperation and growth
• Be cognizant of individual goals and team goals simultaneously

Other Duties & Responsibilities:

• Ensure that customers are on the latest production release. 
• Join client calls to assist with support items, and any needed follow up on tickets, ensuring that client needs are addressed in a timely and professional manner.

Requirements

Unpacking What We’re Looking For

Ideal Skills & Experience:

• 1-3 years experience in a customer support role, preferably in a SaaS product-based company.
• Good understanding of enterprise product support processes in a multi-tiered support environment. 
• Ability to prioritize issues and escalate appropriately. 
• Experience in working with various teams (DevOps, Customer Success, QA, Level 1 Support) for issue resolution
• Hospitality Industry experience preferred

Key Competencies:

• Adaptability
• Time management
• Collaboration
• Ownership mindset
• Customer advocacy

We try to be specific about the experience we believe you’ll need to have in order to be successful in this position, however, we encourage you to apply even if you don’t meet 100% of the outlined bullet points. If you are excited about innovating hospitality through technology and are a top-performing team player with a strong work ethic, we’d love to hear from you!

Work Environment:

This is a hybrid position and will be part of our Denver office with an expectation of working three days (Tuesday-Thursday) in-office and two days (Monday & Friday) remote