Customer Support Specialist

Actabl Customer Support Specialist We're providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.Our Valued Behaviors Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily.Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.In This Role You Will: As a member of our support team, the Customer Support Specialist will own accountability for satisfying our customers' day-to-day usage and problem-solving questions. You will work with a variety of stakeholders and collaborate intimately with the product, customer success, and sales teams. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.Typical Functions:Know our product inside and out.Enable our customers to use our products successfully.Maintain a positive, empathetic, and professional attitude.Communicate and coordinate with colleagues frequently.Advocate for our customers' needs.Provide feedback and propose changes to improve the efficiency of the customer service process.Participate in weekly team meetings and daily team communication keeping everyone up-to-date on current workBe a valued team member and actively contribute to an atmosphere of cooperation and growthBe cognizant of individual goals and team goals simultaneouslyOther Duties & Responsibilities:Ensure that customers are on the latest production release.Join client calls to assist with support items, and any needed follow up on tickets, ensuring that client needs are addressed in a timely and professional manner.Unpacking What We're Looking For Ideal Skills & Experience: 1-3 years experience in a customer support role, preferably in a SaaS product-based company.Good understanding of enterprise product support processes in a multi-tiered support environment.Ability to prioritize issues and escalate appropriately.Experience in working with various teams (DevOps, Customer Success, QA, Level 1 Support) for issue resolutionHospitality Industry experience preferredKey Competencies:AdaptabilityTime managementCollaborationOwnership mindsetCustomer advocacyWe try to be specific about the experience we believe you'll need to have in order to be successful in this position, however, we encourage you to apply even if you don't meet 100% of the outlined bullet points. If you are excited about innovating hospitality through technology and are a top-performing team player with a strong work ethic, we'd love to hear from you!Work Environment: This is a hybrid position and will be part of our Denver office with an expectation of working three days (Tuesday-Thursday) in-office and two days (Monday & Friday) remote. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.Actabl Around the World: We are a hybrid friendly workplace with our main office in lower downtown Denver and with additional office hubs located in Atlanta & Tampa, and our remote based domestic & international employees support our hoteliers across the globe. No matter where you live and work, you're a valued member of the Actabl team.Preview Your Team Member Experience Total Rewards At-a-Glance: All Actabl full-time team members and their dependents based in the United States are able to receive the following benefits starting on the first of the month following the first day of employment:Health & Wellness Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependentsEmployer-paid life & AD&D, short-term disability & long-term disabilityDiscounted pet insurance plans through WishboneEmployee Assistance Program (EAP) services available to employees & their dependentsOn-site gym available for free use at Denver officeFinancial Wellbeing Competitive base salary with bonus structureHealthcare spending accounts with employer contributions401(k) plan with an employer match of up to 4%Flexibility & Time Off Unlimited discretionary time off hours to be used when needed10 observed US federal holidays throughout the yearWinter recess for all Actabl employees between December 24th-January 2nd12 weeks of parental leave for both birthing & non-birthing parentsCompensation: Qualified candidates can expect a salary range of $50,000-$58,000 depending on experience. Potential for end-of-year bonus earnings and periodic merit increases also available based on company and/or personal performance.Ready to Check-in to Your Next Role? If you're excited about our mission in empowering hospitality through technology, apply to join the Actabl team today! Candidate AI Usage Policy We are committed to fostering a hiring process that reflects each candidate's unique skills, experience, and perspective at Actabl. To support a fair and authentic evaluation process, the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual), as well as take-home assessments, test projects, and work samples.Accommodation Requests We understand that some candidates may require accommodations that involve the use of AI. If you require any accommodations during the interviewing process please contact us in advance at people-team@actabl.com. We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed!Our Nondiscrimination Promise Actabl is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by federal, state, or local law. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.