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