Technical Support Representative, Peek

• 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

Desirable

• 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
• 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
• Our Customer Support team is available 7 days a week, between 6:00 am and 9:00 pm MT (shorter hours on weekends)
• Schedules are subject to change and may be rotated once per quarter
• A 5-day schedule will be assigned after training