Customer Support Specialist - I

Description

Hi, we’re Actabl.

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? 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.

Your Role - Come Join Our Team!

In this role you will:

We’re currently seeking a Customer Support Specialist to join our support team. 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. 

This person must be comfortable covering during the holidays, company recess periods and weekends.

Typical Functions:

Client Support (Percentage of time dedicated: 70) 

• Know our product inside and out.
• Keep up to date with new modules and releases.
• 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.
• Respond to and resolve client support tickets in a timely and efficient manner, ensuring customer satisfaction. 
• Engage in ongoing professional development, focusing on product knowledge and the improvement of technical skills to enhance performance in the role. 
• Communicate with our customers through email and chat as well as online meetings.

Team-Based (Percentage of time dedicated: 20) 

• 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.

OKRs (Percentage of time dedicated: 10) 

• Actabl engages in yearly and quarterly strategic planning resulting in team level, division level and company level Objective and Key Results (OKR’s) that are an integral part of moving the company forward in a planned direction. You will be responsible for helping to keep the relevant team OKRs on target

Requirements

Ideal Skills & Experience

• 1-3 years experience in a customer support role, preferably in a SAAS product-based company.
• This person must be comfortable covering during the holidays, company recess periods and weekends.
• Good understanding of enterprise product support processes in a multi-tiered supp