Weekend Support Desk Specialist

2 weeks ago

Winnipeg, Canada RocketRez Inc Full time

RocketRez is an all-in-one cloud platform behind some of the fastest growing tours & attractions. Our platform connects data from every facet of our customers’ business to help them manage their revenue like never before. If you’re passionate about people, technology solutions, travel, and ideally exciting attractions, this just may be the career opportunity for you

Core Responsibilities
- Customer Support - Provide support and solutions to customers with their problems. Staff the support desk during business hours, responding to customer inquiries, answering tickets and incoming calls, and/or escalating as appropriate to the CSMs or Tier 2. Educate and provide training to customers on using various aspects of the software. Work with internal experts to find and communicate answers to customer’s questions.
- Tickets - Log tickets in the service desk software, tagging tickets with the appropriate categories. Follow up on customer requests to ensure complete handling of the caller’s inquiry. Nudge team members to resolve and close tickets.
- Metrics - Compile and report on quarterly metrics for Support Desk. Metrics include items such as number of tickets submitted, tickets by status, by tag and topic, by customer and by CSM. Compare results quarter over quarter to show trends and address issues.
- Surveys - Prepare and launch ongoing customer surveys to identify customer satisfaction and net promoter scores. Analyze survey results to identify areas of strength and areas for improvement.
- Process - Follow established processes for Service Desk. Identify opportunities for improvements in both technology and practices/processes. Capture and track activities in CS and Service Desk tools.
- Product - Stay current with product updates and address customer questions on new features and enhancements. Work with Product Management to improve customer support and training materials.
- Voice of Customer - Gather and communicate customer feedback to CS management and Product Management so that customer needs are well understood and appreciated.
- Other duties as assigned.

Key Qualifications
- Experience with customer support.
- Intermediate knowledge of the software and hardware solutions offered by RocketRez.
- Strong English written and oral communication skills.
- Ability to problem solve and fair judgement with reassignment of tickets.
- Demonstrate advanced customer service skills.
- Manages multiple projects simultaneously while paying attention to detail.

Additional information
- This role is for a full-time employee.
- This role will work 40 hours a week from Wednesday to Sunday

About RocketRez
RocketRez is a global technology company providing all-in-one solutions for the Travel, Tour, and Attractions industry. With clients ranging from Ferry and Passenger Vessels to Zoos, Aquariums, and other tourist attractions, we are a market leader in timed ticketing, point-of-sale, inventory management and scheduling.
Our customizable platform accommodates seat assignments, social distancing, touchless ticketing, and timed entry. Our customers love the product because no other company provides a solution as robust and innovative as RocketRez’s.
As a culture, we value people above all - from our employees to our customers to our business partners. If you have an entrepreneurial mindset, value intellectual curiosity, excellence, and want to be part of a collaborative team, we are the place for you

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