TrekkSoft (11-50 Employees, 2 Yr Employee Growth Rate)

1-Year Employee Growth Rate | 2-Year Employee Growth Rate | LinkedIn | $3.4M Venture Funding

What Is Employee Growth Rate & Why Is It Important?

Description

About TrekkSoft

TrekkSoft is a leading SaaS booking software provider in the tours and activities industry, active since 2010. We make the world’s activities bookable! Do you want to be a part of a growing SaaS environment with an international and dynamic team? Join us in the role of Technical Support Representative!

Role outline

You are strong at problem-solving, have an affinity for technology, an enthusiasm for customer service, and experience in Help Desk support. You will work closely with your Support colleagues and stakeholders across TrekkSoft to create the best customer experience. Join us and help our customers to resolve their issues and make the most out of our booking solution!

Responsibilities

  • Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately.
  • Communicate and resolve technical issues via email or chat until resolution.
  • Contribute to and manage the customer facing knowledge base articles.
  • When immediate resolutions are not possible due to e.g. a bug, document the issue and escalate this to the product team through established procedures.
  • Provide timely updates to customers, colleagues, and management on the status of outstanding cases.
  • Organize and communicate customer feedback and bug reporting to the appropriate internal audience.
  • Provide a superior level of service in all customer interactions, with a target of first call resolution.

Requirements

  • Demonstrable 3+ years experience providing technical support in customer-facing roles, preferably in a SaaS environment or tech company.
  • Fluent English and Spanish, both spoken and written. German and Italian are a strong plus.
  • A technical background in at least two of the following: HTML, CSS, API or SEO
  • Ability to research using internal knowledge bases and public documentation (e.g. Help Pages, StackOverflow, etc…)
  • Previous experience using Hubspot, Intercom, Zendesk, or other CRMs or customer communication systems.
  • Creative problem-solving capacity to find customer solutions within the constraints of the software. Strong affinity with SaaS and technical systems.
  • Strong customer focus. Your main goal is problem resolution and customer happiness.
  • Knowledge of the tourism industry is a big plus.
  • A bachelor’s degree.
  • You are a resident of the EU or are in possession of an EU passport.

Benefits

  • Competitive salary.
  • A full-time contract, with a 6 month trial period.
  • Work from our coworking office in Lisbon, or remotely depending on preference and location.
  • Support for online certifications on Coursera and Udemy.
  • Be part of a highly international, motivated and fun team
  • Join our yearly Team Week in an international location!
  • Grow in a dynamic and fast-paced environment with lots of opportunities to make an impact.
  • Find our more about us here: https://www.trekksoft.com/careers

Tagged as: 11-50 Employees, Hide US-Only Jobs, Venture Funded

Job Overview
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