The Team & Role

We are looking for a Technical Support Representative to join our growing team in EMEA. You will work directly with hospitality operators across the globe to troubleshoot issues, instruct & teach product functionality, & strategize to maximize our customers' Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients.

You will employ your experience responding to tickets, answering phone calls, & creating tailored product strategies to assist our clients in a thoughtful manner. As an independent & self-sustaining worker, you'll approach your work with empathy, integrity, & a desire for growth having a natural curiosity to not only ask how a feature works, but why. Most importantly, you'll be motivated by our clients' happiness; provide technical & business solutions to improve retention & make their lives easier! You will report to the Manager, International Customer Support.

Our next Technical Support Representative will work the following shift:

• Wednesday - Sunday:  8:00 AM - 5:00 PM GMT

The SevenRooms Support Team is composed of unique & driven individuals possessing skills across the board that empower us to collaborate. Blending approaches that suit all personalities, we love solving problems, strategizing with clients, & view daily challenges as opportunities to grow as individuals. This team goes above & beyond to go the extra mile to help clients, while balancing our efforts with great team chemistry & plenty of laughs!

What Youll Do

• Technical Support: Resolve customer queries by email & phone in a prompt & efficient manner
• Strategic Support: Allow customers to unlock maximum return on investment by providing prescriptive, thoughtful, & efficient setups & solutions that show a fundamental understanding of our platform along with their our goals.
• Product Expertise: Maintain a comprehensive knowledge of the SevenRooms platform across the organisation & down to individual clients.
• Documentation: Document problem resolution steps across all clients.
• Prioritisation: Identify issues based on the severity of customer impact.
• Process & Tooling: Learning to use, & understanding when to apply multiple systems & solutions used both internally & externally to log & pull relevant data & track important functions for use in daily tasks.

Who You Are

• 1+ years working in a high leverage, customer facing support role or strategic account management role (ideally within the B2B, SaaS, and/or hospitality industry)
• Familiarity with Zendesk, Jira, Salesforce, or similar support platforms
• Outstanding written & oral communication
• Highly-collaborative, positive, go-getter attitude
• Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, & bug reports at once, practicing excellent follow-through techniques
• Proven track record in building positive relationships with clients
• Strong analytical, critical thinking, & problem-solving abilities
• Technical aptitude & understanding of the hospitality software industry

What We Offer

• A fresh start with a flexible & independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax & recharge before starting their journey with us. Youll also have access to unlimited paid time off, including tenure-based PTO minimums & the option to work anywhere at any time.
• Equitable compensation: Our compensation packages are based on external market data. At SevenRooms, you can expect to be paid well for your contributions towards transforming the hospitality industry. We also offer equity for all employees as part of our commitment to everyone being an owner & working together to build an outstanding company.
• Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, & income protection.
• Employee programs & recognition: Through our Roomies Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. Youll receive an additional quarterly dining credit to use towards SevenRooms clients & a unique milestone reward for every year youre a part of our team.
• Opportunities for training & professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development & advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.