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Customer Support Representative

About the Role 

We are a NYC based Startup with a global team that is reinventing how hotels operate. In an industry of fragmented systems and limited consumer technology, ALICE provides an integrated cloud platform that becomes the central system for a hotel's guests, staff, and management. Through ALICE, a hotel can track and dispatch work to the concierge, front desk, housekeeping, valet, maintenance, and more while also giving the guest an entirely new way to engage through a mobile app and SMS. ALICE is grounded in design thinking, and aims to remove the friction from the guest-hotel-staff experience. We strive to create a simple, intuitive, and powerful platform for hotels to go mobile and achieve operational excellence.

Position Summary

As a Customer Support Representative, you will work with our customers on a daily basis to respond to various requests, questions and issues.  This is an entry level role requiring strong empathy for users and a lot of patience. A strong technical acumen will prove very helpful in your growth and ability to succeed in this role.  You will work with a variety of users 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. This role is designed to create a clear path into the specialist/implementation team so an interest in training customers and travelling to implement the product is required.  

Responsibilities

  • Maintain a positive, empathetic and professional attitude toward customers at all times.
  • Respond promptly to customer inquiries
  • Engage and build customer loyalty by delivering above-and-beyond hospitality via email, phone and other digital communications.
  • Act as a main point of contact for customer hospitality via digital channels and ensure timely responses to customers.
  • Know our products inside and out so that you can answer questions.
  • Keep records of customer interactions, transactions, comments and complaints.
  • Communicate and coordinating with colleagues as necessary.
  • Provide feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.

Professional Competencies

  • Solid communication, listening, and writing skills
  • Ability to problem solve and resolve issues
  • Detail oriented and analytical.
  • Strong team player but still a self-starter.
  • Organized and reliable: able to work independently with little direction when necessary
  • Proficiency in working with Microsoft Office, particularly Excel.
  • Experience in G-Suite (Google Docs, Gmail) a plus.
  • Basic SQL knowledge very strongly preferred.

Requirements

  • Bachelor’s degree
  • 0-2 years of customer facing experience
  • Excellent organizational, presentation and communication skills
  • Strong written and verbal communication skills
  • Languages: Spanish is a plus but not required
  • Nice to have: experience supporting customers at a software company
  • Nice to have: Hospitality, or training/onboarding experience
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