Technical Support Agent, TrekkSoft
German Speaker
Booking platform for tours and activities
Be an early applicant
Booking platform for tours and activities
21-100 employees
Be an early applicant
21-100 employees
Company mission
To help professional tour & activity suppliers to grow their business with the best software to sell and manage their trips.
Role
Who you are
- You are strong at problem-solving, have an affinity for technology, an enthusiasm for customer service, and experience in Help Desk support
- Demonstrable 3+ years experience providing technical support in customer-facing roles, preferably in a SaaS environment or tech company
- Fluent English and German, both spoken and written. Additional languages are a plus
- Tech Savvy. A strong ability to quickly understand and troubleshoot complex software systems and functionalities
- Ability to research using internal knowledge bases and public documentation (e.g. Help Pages, Confluence, StackOverflow, etc…)
- Self starter able to take initiative on tasks, think creatively and, work well within a team
- Familiarity with Atlassian products, particularly Jira and Confluence is a strong plus
- Previous experience using Hubspot, Intercom, Zendesk, or other CRMs or customer communication systems
- Creative problem-solving capacity to find customer solutions within the constraints of the software. Strong affinity with SaaS and technical systems
- Strong customer focus. Your main goal is problem resolution and customer happiness
- Knowledge of the tourism industry is a big plus
- A technical background in at least two of the following: HTML, CSS, API, Google Analytics or SEO is a plus
- You are a resident of the EU or are in possession of an EU passport
What the job involves
- You will work closely with your Support colleagues and stakeholders across TrekkSoft to create the best customer experience
- Effectively interact with customers of all technical skill levels to define, research, and resolve customer issues quickly and accurately
- Communicate and resolve technical issues via email, chat or screenshare until resolution
- Contribute to and manage the customer-facing knowledge base articles
- When immediate resolutions are not possible due to e.g. a bug, document the issue and escalate this to the product team through established procedures
- Provide timely updates to customers, colleagues, and management on the status of outstanding cases
- Organize and communicate customer feedback and bug reporting to the appropriate internal audience
- Communicate and resolve technical issues via email, chat or phone until resolution
- Provide a superior level of service in all customer interactions, with a target on first-call resolution
- Participate in Quality Assurance tasks
Our take
Businesses often use many different platforms or self-created systems to organise and structure their Activities and Tours. TrekkSoft is the all-in-one platform that started out as a booking support platform to combat this problem but over time has grown to much more.
TrekkSoft has developed products like TrekkSoft Group (TrekkSoft collective), TrekkPay, and TrekkConnect, making it now possible for Tourism businesses to gain support to sell, manage, and grow their businesses. It has acquired several other companies to continue its pursuit to better the tourism management industry, most recently Giant Monkey, a Berlin-based producer of visitor management solutions.
TrekkSoft is now used by tour & activity operators in 138 countries around the world, and it’s expected that the company will continue on the upward trajectory it’s been pacing up since its early years. With entrepreneurial founders and a clear passion for what they do we aren’t expecting much less.
Freddie
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
May 2015
$0.6m
SEED
Jan 2015
$1.2m
SEED
Total funding: $3.4m
Company benefits
- Join a passionate, innovative and fun team!
- Flexible and remote-friendly work environment
- Tasty coffee and beverages
- Team building events
- Opportunity to learn and grow your career
- Training opportunities sponsored by the company
- Ability to have a real impact in travel-tech industry
Company values
- Respectful
- Driven
- User focused
- Innovative &
- Team Orientated
Company HQ
Matten bei Interlaken, BE
Articles
Leadership
Philippe Willi
(CEO)CEO of TrekkSoft Group. Previously Co-owned Bus2Alps and has sat on various boards for companies such Outdoor Interlaken AG.
Jon Fauver
(Board Member)Co-owns Bus2Alps where they also still act as Director. Director at 4.0 Tours and Co-founder/Board Member of Outdoor Interlaken AG.
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