Senior Customer Support Specialist Tier 2

Are you excited about a career in SaaS that has a direct effect on the hospitality industry? This might be the perfect opportunity for you!

In this role you will:

A Senior Customer Support Specialist at Actabl provides technical support to team members and customers for our Transcendent software. You will identify and evaluate technology solutions to improve business performance and strategy.

You will own accountability for satisfying our customers’ most challenging questions. You will work with a variety of stakeholders and collaborate intimately with the product, customer success, and sales teams. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.

Typical Functions:

• Knows our product inside and out.
• Manages software upgrades and releases through testing and replicating of previous concerns.
• Establishes the root cause of application malfunctions and reports serious concerns.
• Anticipates and addresses potential issues before they become issues.
• Keeps records of configuration changes and scheduling of application updates.
• Acts as the escalation point for issues needing further investigation beyond initial support.
• Uses SQL and queries to research customer issues where analysis requires access to databases.
• Works closely with the various stakeholders to find solutions and debug malfunctions.
• Maintains a positive, empathetic and professional attitude.
• Communicates and coordinates with colleagues as necessary.
• Provides feedback and proposes changes to improve the efficiency of the customer service process.
• Documents processes and monitors application performance metrics.
• Flexed schedule occasionally based on operational needs.
• Adapts to new challenges and responsibilities as they arise in a dynamic work environment.
• Other duties or functions may be assigned.

• 3-5 years experience in a product support role, preferably in a product-based company.
• Beginner to Intermediate SQL.
• Good understanding of enterprise support processes.
• Ability to prioritize issues and escalate appropriately.
• Experience in working with various teams (DevOps, Customer Success, QA, Level 1 Support ) for issue resolution.
• Strong knowledge of web standards.
• Good understanding of how APIs operate.
• Nice to have: experience working in a hospitality or other service industry.
• Nice to have: experience supporting customers at a software company.
• Nice to have: additional languages are always a plus.
• Nice to have: Bachelor’s degree in engineering or computer science.

Employees at Actabl are eligible for the following benefits:

• Competitive Pay
• Excellent benefits: health, dental, and vision insurance
• Traditional & Roth 401(k) plans with employer match
• Discretionary time off
• Flexible work arrangements
• Robust company holiday list and winter closure
• Leadership development

Sound like you? Please click on the "apply" button.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.