Technical Support Representative New York, New York

SevenRooms; New York (NY); On-site; USD 56,000 - 67,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Representative, where you will play a crucial role in enhancing customer satisfaction and retention. This position involves resolving customer inquiries and providing tailored solutions to optimize their experience with the platform. You will thrive in a dynamic startup environment, leveraging your communication and analytical skills to foster positive client relationships. With a flexible schedule and a commitment to employee well-being, this role offers a unique opportunity to contribute to a transformative platform in the hospitality industry while growing your career in a supportive environment.

Benefits

Unlimited Paid Time Off

Comprehensive Medical, Dental, and Vision Benefits

401K Plan

Gym Reimbursement

Employee Stipend Program

Quarterly Dining Credit

Professional Development Opportunities

Paid Parental Leave

Flexible Working Schedule

Qualifications

• Experience in customer support or account management, ideally in B2B or SaaS.
• Strong communication and analytical skills are essential.

Responsibilities

• Resolve customer queries via email and phone efficiently.
• Provide strategic support to maximize customer ROI.

Skills

Customer Support

Analytical Skills

Problem-Solving

Communication Skills

Technical Aptitude

Education

1+ years in customer-facing support or strategic account management

Tools

Zendesk

Jira

Salesforce

Job description

We are looking for a Technical Support Representative to join our growing team in NAM. You will work directly with hospitality operators across the globe to troubleshoot issues, instruct and teach product functionality, and strategize to maximize our customers' Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients.

You will employ your experience responding to tickets, answering phone calls, and creating tailored product strategies to assist our clients in a thoughtful manner. As an independent and self-sustaining worker, you'll approach your work with empathy, integrity, and a desire for growth – having a natural curiosity to not only ask how a feature works, but why. Most importantly, you'll be motivated by our clients' happiness; provide technical and business solutions to improve retention and make their lives easier! You will report to the Manager, Customer Support.

Our next Technical Support Representative will have the choice to work the following shifts:

• Friday - Tuesday: 3 PM - 12 AM Eastern Time

What You’ll Do

• Technical Support: Resolve customer queries by email and phone in a prompt and efficient manner.
• Strategic Support: Allow customers to unlock maximum return on investment by providing prescriptive, thoughtful, and efficient setups and solutions that show a fundamental understanding of our platform along with their goals.
• Product Expertise: Maintain a comprehensive knowledge of the SevenRooms platform across the organization and down to individual clients.
• Documentation: Document problem resolution steps across all clients.
• Prioritization: Identify issues based on the severity of customer impact.
• Process and Tooling: Learning to use, and understanding when to apply multiple systems and solutions used both internally and externally to log and pull relevant data and track important functions for use in daily tasks.

Who You Are

• 1+ years working in a high leverage, customer facing support role or strategic account management role (ideally within the B2B, SaaS, and/or hospitality industry).
• Familiarity with Zendesk, Jira, Salesforce, or similar support platforms.
• Outstanding written and oral communication.
• Comfortable working in a fast-paced startup environment; ability to juggle multiple questions, requests, and bug reports at once, practicing excellent follow-through techniques.
• Proven track record in building positive relationships with clients.
• Strong analytical, critical thinking, and problem-solving abilities.
• Technical aptitude and understanding of the hospitality software industry.

What We Offer

• A fresh start with a flexible and independent working schedule: SevenRooms provides all employees with their first two (2) weeks of employment as paid time off to relax and recharge before starting their journey with us. You’ll also have access to unlimited paid time off, including tenure-based PTO minimums, paid parental leave, and the option to work anywhere at any time.
• Fair and equitable compensation: Our compensation packages are competitive based on external market data. At SevenRooms, you can expect fair pay for your hard work and dedication to helping us transform the hospitality industry. In addition, we also offer equity in our growing organization.
  • The salary range for this role is $56,000.00 - $67,000.00. This is the range SevenRooms in good faith believes is the range of possible compensation for this role at the time of the posting. This range is only applicable for jobs to be performed remotely in any US state. Base pay offered may vary depending on, but not limited to education, experience, skills, geographic location, travel requirements, sales or revenue-based metrics, and business needs. This range may be modified in the future. This job is also bonus eligible. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable.
• Comprehensive benefits package: We offer a full slate of benefits for our employees and their families: comprehensive medical, dental, and vision benefits, commuter benefits, gym reimbursement, 401K plan, and unique wellness offerings that include One Medical, Spring Health, Carrot, and Headspace.
• Employee programs and recognition: Through our Roomie’s Choice program, all employees at SevenRooms receive a monthly stipend to spend however they see fit. You’ll receive an additional quarterly dining credit to use towards SevenRooms clients and a unique milestone reward for every year you’re a part of our team.
• Opportunities for training and professional development: Your manager will partner with you on establishing quarterly objectives that not only benefit the company but aid in your overall career development and advancement. SevenRooms also provides financial support for continuing education, certifications, or participation in external training programs.

About SevenRooms

SevenRooms is a guest experience and retention platform that helps hospitality operators create exceptional experiences that drive revenue and repeat business. Trusted by thousands of hospitality operators around the world, SevenRooms powers tens of millions of guest experiences each month across both on- and off-premises. From neighborhood restaurants and bars to international, multi-concept hospitality groups, SevenRooms is transforming the industry by empowering operators to take back control of their businesses to build direct guest relationships, deliver exceptional experiences and drive more visits and orders, more often. The full suite of products includes reservation, waitlist and table management, online ordering, mobile order & pay, review aggregation, email marketing and marketing automation.

Founded in 2011 and venture-backed by Amazon, Comcast Ventures and PSG, SevenRooms has dining, hotel F&B, nightlife and entertainment clients globally, including: Marriott International, MGM Resorts International, Mandarin Oriental Hotel Group, Wynn Resorts, Jumeirah Group, Hard Rock Hotels & Resorts, Wolfgang Puck, Michael Mina, Bloomin’ Brands, José Andrés Group, Union Square Hospitality Group, Australian Venue Company, The Wolseley Hospitality Group, Dishoom, Live Nation and Topgolf.

SevenRooms has been recognized as a top employer for its people-first approach by publications including:

• Inc. Best Workplaces (2023, 2022, 2020)
• Inc. 5000 (2024, 2023, 2022)
• Built in Best Places to Work NYC (2023, 2022, 2021, 2020)
• Built in Best Place to Work NYC - Midsize Companies (2023, 2022)
• Forbes Best Startup Employers (2022)

SevenRooms is an equal opportunity workplace and an affirmative action employer. We welcome all qualified applicants regardless of race, color, ancestry, religion, sex (including pregnancy and related conditions), national origin, sexual orientation, age, marital status, disability (physical or mental), gender identity, gender expression, genetic information, veteran status, citizenship, immigration status, or any other classification, category or characteristic protected by applicable federal, state or local laws. We understand the importance of creating a more diverse and inclusive workplace and celebrate our employees for their differences.