Support Specialist

About our Company:

For over two decades, Zaui’s leading enterprise-level tour and reservation management software has helped tour and activity operators manage operations, grow bookings and create all-round memorable guest experiences.

Powering the technology is a small (but mighty!) group of talented, collaborative Zauians, united by a shared vision of shaping best-in-class tourism technology & making reservations easy.

Job Types: Part-Time 20 hours per week (moving to Full-Time)

Role and Responsibilities:

• Working with businesses to investigate and provide resolution to user questions and problems
• Communicate with clients via telephone, email, ticketing system, and respond to live chat
• Logging and keeping records of business queries and desired features in the CRM
• Updating user guide documents
• Work with implementation and development teams to prioritize workflow
• User testing of fixes and new features. Providing detailed issue reports to the development team.
• Follow appropriate escalation to resolve technical issues. Maintain ownership of issues until resolution and set client expectations accordingly.

Requirements:

• (or related ticket centre) management

*

• Strong critical thinking skills, able to analyze problems and communicate solutions.
• Excellent communication skills with a strong customer focus
• Dynamic, energetic, motivated, positive outlook
• You love helping and going out of your way for others and help instill confidence in your team
• You are highly organized, detail-oriented and have great time management skills
• You are able to empathize with clients and team members and quickly grasp the issues they're facing

Preferred Skills:

• Experience in high growth company and fast-paced environment is an asset
• Knowledge of the Tourism Industry is an asset
• Ecommerce and OTA experience
• Secondary education in Business, Management, Communications, IT, or another related degree; or equivalent combination of education and experience

Zaui is an equal opportunity employer. Religion, age, gender, national origin, sexual orientation, race, or colour does not affect hiring, promotion, development opportunities, pay, or benefits. Zaui provides fair treatment of employees based on merit. The company complies with all applicable Federal, provincial, and local labour laws.

Grow your career at Zaui - apply today!

Job Type: Part-time

Expected hours: 20 per week

Experience level:

• 1 year

Work setting:

• Remote

Work Location: Remote