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Tier II Support Specialist

Company: Vista Equity Partners Management, LLC
Location: Concord
Posted on: March 16, 2023

Job Description:

For Hospitality, by hospitality. At Tripleseat, we are dedicated to our mission to deliver an innovative, game-changing technology solution to the hospitality industry. We are the market-leading, cloud-based catering and event management platform for over 14,000 restaurants, hotels, and event venues. Tripleseat enables these venues to seamlessly book, plan, and streamline their events while increasing sales and revenue. We are looking for high-performing and motivated professionals who are excited about the chance to support and strengthen technology in the hospitality industry. If this sounds like you, it's time for you to come party with us!As a Tier II Support Specialist, you will be an asset to the success of the Tripleseat Customer Support Team. This role provides escalated support to the Tier I Help Desk. This role will require that someone has strong planning, organization, and problem-solving skills to be successful.This position is open for remote candidates in the United States. If a candidate is local to our Concord MA office this will be a hybrid position.What you will do:

  • Develop a deep knowledge of the Tripleseat software
  • Diagnose and troubleshoot software issues and engage with our product and engineering teams using established processes
  • Manage and prioritize issues using Jira, Basecamp, Slack, and Zendesk, while communicating the status and progress with customers and team members
  • Support and address issues and questions that arise internally
  • Partner and consult with our clients to effectively resolve software issues through phone calls, email, and online chat
  • Manipulate and import excel files into the software
  • Collaborate with internal teams to identify areas of improvement within the software
  • Contribute to the external and internal knowledge of our teams and customers using Zendesk Knowledgebase and Guru
  • Willingness to research, interpret, and translate third-party help pages and web searches to help resolve issues between different servicesWhat we are looking for:
    • 3-4 years of customer service experience
    • Familiarity with a SAAS / Cloud based environment
    • General understanding of Excel, working with data, filters, and formulas
    • Clear, professional, and informative communication style
    • Ability to manage multiple workflows simultaneously
    • Comfortable with web-based software tools such as Zendesk, Slack, Jira, Salesforce, and Basecamp
    • Ability to be flexible and adapt to a dynamic and fast-paced environment
    • Understanding and passion for the hospitality industry
    • Possess strong customer empathy and a solid sense of humorAt Tripleseat, it is all about the people. Our company culture and the well-being of our employees are the key to our success. We love what we do and who we get to do it with! Check out some of our awesome benefits! - Company paid Life Insurance, STD, and LTD - 401K with company match - Volunteer time off - Dog Friendly Office - Lunch provided - snacks galore - cold brew on tapHere at Tripleseat, we make sure that everyone has a seat at the table. That's why we're proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are committed to fostering a company-wide culture centered around inclusion, diversity, and equity. Tripleseat empowers all team members to realize the full potential of themselves and others. Everyone Valued - Everyone Included.

Keywords: Vista Equity Partners Management, LLC, Concord , Tier II Support Specialist, Other , Concord, California

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