Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.
As a Tier 2 Customer Support Specialist, you will be an integral part of the Tripleseat Customer Success Team, providing second-level escalation support to the Tier 1 Help Desk. Success in this role requires strong planning, organizing, and problem-solving skills to effectively diagnose and resolve complex software issues, ensuring a seamless customer experience.
Location: This position is open to remote candidates who are eligible to work in the United States. The role follows Eastern Standard Time (EST) business hours. If the ideal candidate is based near our Concord, MA office, a hybrid work schedule will be expected.
Travel Expectations: If the ideal candidate is located outside the Concord, MA area, they will be required to complete initial onboarding at our Concord, MA office, followed by quarterly in-office visits.
Core Responsibilities:
- Product Expertise: Develop a deep understanding of the Tripleseat software to troubleshoot and resolve customer issues.
- Issue Resolution: Diagnose and troubleshoot software problems and collaborate with product and engineering teams using established escalation processes.
- Prioritization & Communication: Manage and prioritize issues using tools like Jira, Basecamp, Slack, and Zendesk while effectively communicating status and progress to customers and internal teams.
- Internal Support: Address and resolve internal issues and inquiries from stakeholders.
- Client Consulting: Engage with clients through phone calls, emails, and online chat to resolve software issues.
- Data Management: Manipulate and import Excel files into the software.
- Collaboration & Improvement: Collaborate with internal teams to identify areas of improvement and define expected software behavior.
- Knowledge Sharing: Contribute to internal and external knowledge bases, enhancing resources such as Guru.
- Research & Troubleshooting: Research and interpret third-party help pages and web searches to resolve issues across different services, clients, and integrations.
- Client Interaction: Demonstrate composure, resilience, and adaptability as client needs evolve and case volume increases.
- Other related job duties as assigned
Knowledge, Skills, and Abilities Required:
- Customer Service Expertise: 3-4 years of experience in customer service, ideally within a SaaS/Cloud-based environment.
- Technical Proficiency: Proficiency in HTML, CSS, JavaScript, SQL, Webhooks, API integrations, and advanced Excel skills, including working with data, filters, and formulas.
- Communication & Collaboration: Clear, professional, and informative communication style with strong organizational skills and the ability to manage multiple workflows simultaneously.
- Tool Proficiency: Comfortable with web-based tools such as Zendesk, Slack, Jira, Salesforce, Postman and Basecamp.
- Adaptability: Ability to thrive in a dynamic and fast-paced environment, adjusting to shifting priorities and demands.
- Problem-Solving & Innovation: Strong analytical skills to develop creative solutions and streamline processes within a support framework.
- Culture Fit: A positive attitude, strong customer empathy, a sense of humor, and the ability to build rapport across teams.
- Values Alignment: A customer-focused attitude and the ability to build rapport across teams.
Preferred Experience:
- Experience in the hospitality industry with an understanding and passion for its dynamics.
- Familiarity with documenting and sharing technical knowledge.
- Demonstrated ability to engage clients with empathy and build long-term relationships.
Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:
- Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
- Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
- 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
- Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
- Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
- Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.
At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.
