L1 Tech Support Advocate

L1 Tech Support Advocate

Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform. Canary is utilized by 20,000+ hoteliers in 100+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results.

Join us in shaping the future of hospitality! You are a self-starter who thrives in a fast-paced environment and is excited to get cross-functional experience in a high-growth startup. You practice active listening and enjoy communicating with customers. You are an adept problem solver with previous experience in technical customer support. You are comfortable working collaboratively and autonomously on new challenges as the company grows.

Responsibilities

• Initial Troubleshooting: Respond to customer inquiries via phone, email, and chat. Conduct initial troubleshooting to identify and escalate, or resolve, technical issues and answer product questions.
• Escalation: Escalate complex issues to team leads or appropriate internal teams. Take detailed notes and relay all necessary information for a smooth transition and resolution.
• Customer Interaction: Interact with customers professionally, patiently, and empathetically; actively listening to their concerns and providing clear and concise instructions.
• Proactive Communication: Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication.
• Customer Education: Educate customers on product functionality, features, and best practices to help them make the most of their Canary products.
• Collaboration: Collaborate closely with team members and cross-functional partners to share insights and feedback. Contribute to the continuous improvement of support processes and customer satisfaction.
• Performance Metrics: Meet or exceed established performance metrics, including response and ticket resolution times.

Qualifications

• Previous experience in a customer service or technical support role. Experience in a B2B or SaaS company preferred.
• Excellent written and verbal communication skills with the ability to explain technical concepts simply and understandably to non-technical customers.
• Strong problem-solving skills and a proactive approach to finding solutions to technical issues.
• Effective time management skills and the ability to handle multiple tasks simultaneously.
• Willingness to work collaboratively in a team environment and learn from others.
• A customer-focused attitude with a genuine desire to help customers.