Technical Support Specialist

Job Summary

A company is looking for a Tier 2 Support Technician to join their customer support team.

Key Responsibilities

• Provide email and phone support to guests and merchant partners via the Zendesk ticketing system
• Complete 70 tickets per day with a one-touch ticket percentage of 80% or higher and maintain a CSat score of 90% or higher
• Communicate complex technical issues to end users and the development team, ensuring effective follow-up and resolution

Required Qualifications

• 1-2 years of Technical Customer Service experience
• Experience with CRM software, preferably Zendesk
• Ability to explain abstract concepts verbally and in writing
• Good interpersonal and organizational skills
• Experience in the hospitality industry is preferred