Technical Support Representative

Peek; Ciudad de México; Presencial; MXN 211.236 - 253.019; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage through Allianz

Descripción de la vacante

Peek Travel Inc. is seeking a friendly, passionate Partner Support Representative to help our activity partners grow their businesses using PeekPro. The full-time, fully remote role reports to a Team Lead in the United States and collaborates with Product and Engineering teams to improve PeekPro.

The ideal candidate adapts quickly, communicates professionally, and solves problems efficiently while providing excellent partner support across channels.

Formación

• 2+ years of experience in customer service or technical support.
• Full-time availability; Ability to work 5 consecutive days (including weekend).
• Excellent English written, oral, and interpersonal communication; 50 WPM typing.
• Enthusiasm for helping people solve technical problems.
• Patience and ability to troubleshoot and teach new software to non-tech-savvy partners.
• Ability to work in a dynamic environment and be punctual and reliable.
• Strong deductive reasoning to identify root causes of issues.
• Discretion handling potentially sensitive partner information.
• Stable WiFi and a distraction-free home workspace.

Responsabilidades

• Follow-up and resolve inquiries across channels with high customer satisfaction.
• Craft informative, timely messages in response to product- and tech-related queries.
• Participate in team meetings and assist colleagues across the company.
• Represent the voice of customers internally at Peek and share feedback.
• Learn Peek’s products and contribute updates to Helpdesk/templates.
• Meet monthly CSat, Items per month, and QA minimums and improve performance.

Conocimientos

Customer service experience

Technical support

English proficiency

Typing 50 WPM

Problem solving

Team collaboration

Punctual and reliable

Herramientas

Zendesk

Salesforce

Jira

Slack

G-Suite

Descripción del empleo

Peek is the operating system powering the experiences industry - from museums and attractions to tours and activities. With over $7B in bookings, Peek’s AI-powered platform has helped thousands of merchants to increase revenues, save time, and deliver seamless guest experiences. Customers include MoMA, Whitney Museum, Seattle Aquarium, Bryant Park & Looping Group. The company has raised over $150 million from institutional investors Westcap, Goldman Sachs, and SpringCoast Partners. Learn more at www.peek.com.

The Role

Peek is hiring a friendly, passionate, and self-motivated Partner Support Representative to help our activity partners grow their businesses using Peek’s SaaS platform PeekPro. The Partner Support Representative acts as the first line of defense for product questions and technical troubleshooting.

The ideal candidate adapts well to a fast-paced environment, provides a high degree of professional responsiveness and follow-up to our existing and potential partners, and demonstrates strong problem-solving skills. The Partner Support Associate will work in unison with other Support team members, as well as provide information reviewed by our Product and Engineering teams as they work to improve PeekPro. This full-time role is entirely remote and will report to a Team Lead in the United States.

Our collaborative and rapidly evolving team will rely on the Associate to make our partners’ day by solving issues completely, quickly, and correctly.

Responsibilities

• Follow-up and see through resolutions on customer inquiries across channels, including phone calls, emails, and Helpdesk requests, while maintaining a high customer satisfaction rating.
• Craft informative, timely, and instructional messages in response to product- and tech-related queries.
• Active participant in team meetings and in assisting other colleagues across the company.
• Represent the voice of our customers internally at Peek by sharing customer feedback using Zendesk processes.
• Learn Peek’s rapidly evolving products; contribute suggestions from your built experience on updating our Helpdesk and templates to keep pace with these changes.
• Meet monthly Items per month, CSat and QA minimums and develop consistent performance.

Skills you already have

• 2+ years of experience in customer service and/or technical support
• Full-time availability; Ability to work 5 consecutive days (possible schedule to include weekend day)
• Excellent English written, oral, and interpersonal communication skills (minimum 50 WPM on typing exam)
• Natural enthusiasm for helping people solve technical problems
• Patience and ability to troubleshoot and teach new software to non-tech-savvy operator partners.
• Ability to work in a dynamic environment without skipping a beat.
• Must be punctual and reliable.
• Strong deductive reasoning skills, with an ability to uproot the cause of a reported issue.
• Discretion in handling potentially sensitive information about a partner, partner’s account, or business.
• Consistent and dependable WiFi in a personal workspace that allows for distraction-free environment.

Nice to haves

• Spanish language fluency
• Interest in the travel/tourism industry
• Experience working within Zendesk or other support tooling
• Experience working with Salesforce, JIRA, Slack, and/or G-Suite

Compensation

• $20.800 MXP gross monthly salary
• Health Coverage through Allianz

Our Customer Support team is available during the following hours: Mon - Fri 8 am to 11 pm; Saturday 9 am to 8 pm; Sunday 10 am to 8 pm (All Times are Eastern Time). A 5-day schedule will be assigned after training.

Peek Travel Inc. is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, disability, or other legally protected status.

If you are unable to apply due to incompatible assistive technology or a disability, please contact us at [e-mail]. We will make every effort to respond to your request for disability assistance as soon as possible.