Technical Support Specialist

Rezdy is a company focused on reshaping the tours, activities, and experiences industry. The Technical Support Specialist will provide first level support to customers, addressing inquiries through various communication channels while ensuring a high standard of customer satisfaction.

Responsibilities

  • Provide immediate first level support to our customers with a Customer First Approach
  • Respond to phone calls, support tickets and live chats to assist customers with their enquiries
  • Handle customer enquiries with positive interaction and effective and creative problem solving
  • Identify, test and troubleshoot customer issues and provide resolutions in a timely manner
  • Keep the customer involved and informed as needed
  • Meet and/or exceed the average daily and monthly productivity targets
  • Ensure customer emails are responded to within the agreed SLA and maintain a CSat score that is above target
  • Assist in troubleshooting bugs and escalating to the right teams
  • Self initiate learning to keep up to date of new product features and developments to assist in the support process
  • Report trends related to bugs, feature requests and feedback to relevant internal departments
  • Ensure the high quality maintenance and accuracy of notes within the ticketing system
  • Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service
  • Be a brand ambassador of the Rezdy product

Skills

  • Experience with a telephony system (Aircall)
  • Experience with CRM system / Hubspot / ZenDesk preferable
  • Experience/Interest in software, API's, HTML
  • Experience in Zendesk or similar helpdesk ticketing tool highly preferred
  • Previous experience in helpdesk role
  • Proven experience in achieving and exceeding targets
  • Empathetic, provides value to customers beyond their expectations
  • Great with customers with a passion for giving exceptional service with the ability to influence others to do the same
  • Effective communication skills
  • High attention to detail and highly organized
  • Ability to work autonomously and towards deadlines
  • Sets high standards of personal performance
  • Is solutions driven and a team player
  • Adaptable and flexible with an openness to new ideas

Company Overview

  • The world’s leading online booking and distribution platform powering the experiences industry. It is a sub-organization of Checkfront. It was founded in 2011, and is headquartered in Sydney, New South Wales, AUS, with a workforce of 51-200 employees. Its website is http://rezdy.com.

 

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...