Partner Support Representative

With over $2 billion in bookings of experiences, the <a href="http://peek.com/">Peek.com</a> platform combines powerful business software with an award-winning marketplace for consumers to book fun things to do like wine tours, watersports, skydiving, art classes, and more. <br/>The Peek Pro software suite provides world-class online booking, point-of-sale, and hundreds of automation tools such as inventory management, dynamic pricing, waivers, and marketing analytics. Thousands of operators like the Museum of Ice Cream, Artechouse, and Jam NOLA have grown their business and automated their operations with our technology.<br/>Peek follows a “remote-first” philosophy, with our team of over 250 Peeksters distributed across exciting locales such as San Francisco, New York, Austin, Nashville, Salt Lake City, Santiago, Medellin and beyond.  We recently raised over $80 million backed by Westcap and Goldman Sachs to continue uniting the world through experience. <br/>PS: Peek just made the 2021 Forbes America's Best Startups Employer list and was granted <a href="https://www.newsweek.com/future-travel-awards-2021/startups-apps-tech">Newsweek’s Future of Travel</a> award. <br/><br/>Peek is hiring a friendly, passionate and self-motivated Partner Support Associate to help our activity partners grow their businesses using Peek’s SaaS platform <a href="http://peekpro.com/">PeekPro</a>. The Partner Support Associate acts as the first line of defense for product questions and technical troubleshooting.<br/>The ideal candidate adapts well to a fast-paced environment, provides a high degree of professional responsiveness and follow-up to our existing and potential partners, and demonstrates strong problem solving. The Partner Support Associate will work in unison with other Support team members, as well as provide information reviewed by our Product and Engineering teams as they work to improve PeekPro. This full-time role is entirely remote. Weekend and / or evenings hours may be required.<br/>**Must be able to work the following schedule: Wednesday through Sunday. Evening work may be required. English is our business language. Please submit all resumes/CVs in English. **<br/>Our collaborative and rapidly evolving team will rely on the Associate to make our partner’s day by solving issues completely, quickly, and correctly. <h3>Responsibilities</h3> <ul> <li>Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests.</li><li>Craft informative, timely, and instructional messages in response to product- and tech-related queries. </li><li>Utilize excellent communication skills to maintain a high customer satisfaction rating in all customer interactions.</li><li>Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes. </li><li>Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our <a href="https://peekpro.zendesk.com/hc/en-us">Helpdesk</a> and templates to keep pace with these changes.</li></ul> <h3>Qualifications</h3> <ul> <li>1-2 years of experience in customer service and / or technical support</li><li>Business level English skills, both written and spoken</li><li>Full-time availability; Ability to work 5 consecutive days (possible schedule to include weekend day)</li><li>Excellent written, oral and interpersonal communication skills </li><li>Natural enthusiasm for helping people solve technical problems </li><li>Patience and ability to troubleshoot and teach new software to non-tech savvy operator partners.</li><li>Ability to work in a dynamic environment without skipping a beat </li><li>Must be punctual and reliable</li><li>Strong deductive reasoning skills, with an ability to unsurface the root cause of an issue</li><li>Discretion in handling potentially sensitive information about a partner, partner’s account or business. </li><li>Consistent and dependable WiFi in a personal workspace that allows for distraction free environment </li></ul> <h3>Preferred Qualifications</h3> <ul> <li>Interest in the travel / tourism industry</li><li>Spanish language fluency </li><li>Experience working within ZenDesk or other support tooling</li><li>Experience working with Salesforce, JIRA, Slack and / or G-SuiteExperience in a similar role</li></ul>Perks &amp; Benefits<br/>Peek invests in our employee’s health and well-being. We’ve built our benefits package around our Peekster’s needs including full health care, dental, and vision plans, paid maternity and paternity leave, 401k matching, company recharge at the end of the year, and competitive compensation packages that include significant equity upside that allows you to share in Peek’s long-term success. <br/>This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts betwee