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- Tasks: Help hospitality operators troubleshoot issues and maximise their investment with our platform.
- Company: Join SevenRooms, a leading guest experience platform transforming the hospitality industry.
- Benefits: Enjoy flexible working hours, unlimited paid time off, and comprehensive health benefits.
- Why this job: Be part of a supportive team that values growth, empathy, and client happiness.
- Qualifications: 1+ years in customer support or account management; familiarity with support platforms like Zendesk.
- Other info: Work remotely and enjoy a fun, collaborative team culture with opportunities for professional development.
The predicted salary is between 30000 - 42000 £ per year.
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 and teach product functionality, and 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, and creating tailored product strategies to assist our clients in a thoughtful manner. As an independent and self-sustaining worker, you'll approach your work with empathy, integrity, and 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 and business solutions to improve retention and make their lives easier! You will report to the Manager, Customer Support.
Our next Technical Support Representative must be able to work one or both of the following shifts:
- Monday - Friday, 12 PM - 8 PM GMT
- Thursday - Monday, 9 AM - 5 PM GMT
The SevenRooms Support Team is composed of unique and 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, and view daily challenges as opportunities to grow as individuals. This team goes above and beyond to go the extra mile to help clients, while balancing our efforts with great team chemistry and plenty of laughs!
What You’ll Do
- Technical Support: Resolve customer queries by email and phone in a prompt and efficient manner.
- Strategic Support: Allow customers to unlock maximum return on investment by providing prescriptive, thoughtful, and efficient setups and solutions that show a fundamental understanding of our platform along with their goals.
- Product Expertise: Maintain a comprehensive knowledge of the SevenRooms platform across the organisation and down to individual clients.
- Documentation: Document problem resolution steps across all clients.
- Prioritisation: Identify issues based on the severity of customer impact.
- Process and Tooling: Learning to use, and understanding when to apply multiple systems and solutions used both internally and externally to log and pull relevant data and 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 and oral communication.
- Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, and bug reports at once, practicing excellent follow-through techniques.
- Proven track record in building positive relationships with clients.
- Strong analytical, critical thinking, and problem-solving abilities.
- Technical aptitude and understanding of the hospitality software industry.
What We Offer
- A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You’ll also have access to unlimited paid time off, including tenure-based PTO minimums and 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 and working together to build an outstanding company.
- Comprehensive benefits package: SevenRooms provides access to private medical coverage, life insurance, and income protection.
- Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You’ll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you’re a part of our team.
- Opportunities for training and 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 and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.
About SevenRooms
SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often.
The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation. Founded in 2011 and venture-backed by Amazon, Comcast Ventures and PSG, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally.
SevenRooms is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.
Contact Detail:
SevenRooms Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Representative
✨Tip Number 1
Familiarise yourself with the SevenRooms platform and its functionalities. Understanding how our product works will not only help you answer customer queries more effectively but also demonstrate your genuine interest in the role during any discussions.
✨Tip Number 2
Brush up on your problem-solving skills. Since you'll be troubleshooting issues for hospitality operators, practice thinking critically about common technical problems and how to resolve them efficiently.
✨Tip Number 3
Showcase your communication skills by preparing to discuss how you've built positive relationships with clients in the past. Be ready to share specific examples of how you’ve handled challenging situations with empathy and integrity.
✨Tip Number 4
Be prepared to discuss your experience with support platforms like Zendesk or Jira. Highlighting your familiarity with these tools will show that you can hit the ground running and adapt quickly to our systems.
We think you need these skills to ace Technical Support Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support, particularly in technical roles. Emphasise any familiarity with tools like Zendesk or Salesforce, and showcase your problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the hospitality industry. Mention specific examples of how you've successfully resolved customer issues in the past.
Showcase Your Communication Skills: Since this role requires outstanding written and oral communication, ensure that your application is free from errors and clearly articulates your thoughts. Use concise language and a professional tone.
Demonstrate Empathy and Curiosity: In your application, highlight experiences where you demonstrated empathy towards clients and a desire to understand their needs. This aligns with the company's values and shows you're a good fit for their team culture.
How to prepare for a job interview at SevenRooms
✨Show Your Technical Know-How
Make sure to brush up on your knowledge of the hospitality software industry and the specific tools mentioned in the job description, like Zendesk and Jira. Be prepared to discuss how you've used these platforms in previous roles to resolve customer issues.
✨Demonstrate Empathy and Communication Skills
Since this role involves direct interaction with clients, it's crucial to showcase your ability to communicate effectively and empathetically. Prepare examples of how you've handled difficult customer situations in the past, focusing on your problem-solving approach and the positive outcomes.
✨Understand the Company’s Mission
Familiarise yourself with SevenRooms' mission to provide world-class customer support. During the interview, express your alignment with this mission and share how you can contribute to enhancing client satisfaction and retention through your role.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your critical thinking and problem-solving abilities. Think of specific instances where you've had to troubleshoot technical issues or strategise solutions for clients, and be ready to explain your thought process and the results.
