Customer Support Representative

#### **Position Customer Support Representative** FLSA Classification: Hourly, Non\-Exempt Reports to: Director, Customer Success Schedule: Monday \- Friday during regular business hours in your timezone States Eligible for Hire: AK, AR, CO, DE, FL, ME, MA, MI, MN, NY, OH, OK, PA, SC, TX, UT, VA, WA #### **Who We Are:** ThinkReservations is one of the leading hospitality technology platforms in the United States. With more than 2,000 businesses using our property management system, channel manager, booking engine, website design and digital marketing services, we are focused on bringing innovative tools and functionality that will allow our customers to pursue growth and deliver exceptional guest experiences. At ThinkReservations, we work together every day to be the top of mind choice in our industry as the all\-in\-one solution for our customers. #### **Job Overview:** We’re looking for a Customer Support Representative to join our fully\-remote team. This is the ideal role for an exceptional communicator who excels at improving a situation, can consistently keep a calm presence, and is fiercely passionate about going the extra mile to make customers’ lives better. #### **Job Responsibilities:** * Support our clients via telephone, email, and online chat, to assist clients with queries, concerns, feedback, and issues in a warm, courteous, and professional manner. * Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. * Identify and employ the most efficient way to resolve concerns within set SLAs. * Ensure that appropriate changes are made to resolve customers' problems. * Deescalate challenging situations and interactions to defuse situations to best help the client find a resolution or the best path forward. * Set and maintain appropriate expectations and provide a consistent experience for clients that align with our support and services offered. * Ensure customer satisfaction with our products, services, support, and facilitate consistent positive interactions with our clients and partners. * Prioritize urgent and timesensitive issues and collaborate with internal teams to resolve the situation to the client’s satisfaction within set SLAs. * Assist clients with connecting integrations offered through our product. * Assist clients with connecting 3rd party systems to our Channel Manager. * Troubleshoot and help find resolutions with issues related to our products, services, and integrations. * Stay updated and knowledgeable on our products and services. * Manage administrative components of client accounts such as, but not limited to, updating client records and recording accurate and detailed notes. * Maintain favorable metrics in handling tickets, calls, and customer satisfaction. #### **Preferred Qualifications:** * 1\+ year of experience with customer support or customer success, preferably in a B2B environment * 1\+ years of expe