Product Support Consultant

Position:
New Product & Customer Support Agent

Company:
Zenoti

Location:
Costa Rica

Employment type:
Not Specified

Work Arrangement:
Not Specified

Short Summary:
We are looking for Product Support Consultants to join our support team to help our customers use Zenoti effectively to run their business. This team works 24x7x365, and consultants must be flexible with shift assignments based on customer needs.

Responsibilities:
- Work with customers to help them solve issues they have with using Zenoti
- Own customer reported issues and see problems through to resolution
- Consult with customers to ensure their business operations run effectively on Zenoti
- Follow all defined processes in the team when working on issues
- Be part of the ticketing system and handle client reported issues
- Influence the direction of the product by providing feedback about challenges customers have

Requirement:
- Minimum of 4+ years in a customer-facing, English-speaking service role requiring frequent customer engagement; candidates supporting hospitality or retail backgrounds are strongly preferred
- Experience running a Point-of-Sale or reservations system
- Experience as L2/L3 support agent supporting complex software applications is highly desired
- Proven experience handling complex customer issues and escalations beyond front-line (L1) support
- A technology-centric background supporting software solutions with demonstrated curiosity and self-learning
- Strong time management and organizational skills
- Availability to work in day or night shifts
- Can work in a fast-paced, ever-changing, start-up environment

Benefits:
- Be part of an innovative company that is revolutionizing the wellness and beauty industry
- Work with a dynamic and diverse team that values collaboration, creativity, and growth
- Opportunity to lead impactful projects and help shape the global success of Zenoti’s platform
- Attractive compensation