Experienced Customer Support Specialist – Tock Platform

Are you passionate about delivering exceptional customer experiences and making a meaningful impact in the hospitality industry? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join our team at careerzynith as an Experienced Customer Support Specialist – Tock Platform.

At careerzynith, we're dedicated to empowering people and businesses to progress in incredible ways. Our global and diverse community of colleagues is united by an unwavering commitment to backing our customers, communities, and each other. As a valued member of our team, you'll have the opportunity to learn and grow, creating a career journey that's unique and meaningful to you.

• *About careerzynith**

careerzynith is a leading global payments and financial services company, with a rich history of innovation and customer-centricity. Our U.S. Consumer Services Team is responsible for delivering exceptional experiences to our customers through a suite of consumer products, services, and experiences. The American Express Global Dining team, where this role is situated, is dedicated to connecting the world's best restaurants with the world's best customers through a trusted and innovative global Software as a Service (SaaS) platform, built on the promise of access and unforgettable experiences.

• *The Role**

As an Experienced Customer Support Specialist – Tock Platform, you'll be a key member of our Hospitality Team, responsible for managing the Tock customer experience. You'll provide best-in-class technical support to our customers through direct interaction via emails, phone calls, chat messaging, and virtual training sessions. Your primary responsibilities will include:

• **Support Queue Time**: Managing support queue time, ensuring timely and efficient resolution of customer issues
• **Open Communication**: Maintaining open communication with peers, management, and internal teams to ensure seamless collaboration and issue resolution
• **Project Time**: Participating in projects as applicable, when projects are available, and the employee is in good standing

• *Key Responsibilities**

• Assist customers with technical questions in real-time via email, phone calls, and chat messaging, as scheduled
• Reproduce and troubleshoot software and data issues in test environments and using all available programs and resources
• Manage the escalation of incidents in a timely and efficient manner, following established guidelines and protocols
• Maintain knowledge of Tock application, supported devices, third-party integrations, processes, and policies, and effectively communicate these to the customer
• Serve as Tock's customer-facing point of contact, representing Tock's brand and setting proper customer expectations
• Facilitate customized virtual training sessions for customers based on individual needs

• *Communication Responsibilities**

• Ensure incidents are accurately reported to management and documented for customers
• Collect and share customer feedback with internal teams and identify opportunities for product and process improvements
• Provide regular two-way communication between the customer and Tock leaders to provide strong team representation and set proper customer expectations
• Collaborate with internal teams such as Executive Support, Fraud Prevention, Account Management, Implementation Management, Engineering, Product, Marketing, and Sales to ensure customer satisfaction

• *Project Time Responsibilities**

• Complete designated tasks within the expected timeframe provided and ensure that time spent on projects each day is accurately logged into the Salesforce project record
• Keep project team informed of progress, such as foresight on whether or not the expected timeframe can be met
• Ensure that you understand the priority of the project as it relates to day-to-day responsibilities

• *Requirements**

• 2+ years of experience in customer support, preferably in a SaaS environment
• Strong technical skills, with experience in troubleshooting software and data issues
• Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal teams
• Ability to work in a fast-paced environment, with a high level of adaptability and flexibility
• Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions
• Experience with Salesforce or similar CRM systems is a plus

• *What We Offer**

• Competitive hourly pay rate: $20.00 to $33.65 hourly + bonus + benefits
• Comprehensive benefits package, including:
+ Competitive base salaries+ Bonus incentives+ 6% Company Match on retirement savings plan+ Free financial coaching and financial well-being support+ Comprehensive medical, dental, vision, life insurance, and disability benefits+ Flexible working model with hybrid, onsite, or virtual arrangements depending on role and business need+ 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption, or surrogacy+ Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)+ Free and confidential counseling support through our Healthy Minds program+ Career development and training opportunities

• *Work Environment and Culture**

At careerzynith, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our Amex Flex enterprise working model provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days), or fully virtually.

• *Equal Opportunity Employer**

careerzynith is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

• *How to Apply**

If you're passionate about delivering exceptional customer experiences and making a meaningful impact in the hospitality industry, we invite you to apply for this exciting opportunity. Click the link below to submit your application:

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