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Technical Support Specialist

2 weeks ago

Surry Hills, Australia Rezdy Full time

This role offers flexible hybrid work, based in our Surry Hills office.

**About Rezdy**

At Rezdy, we bring the best part of travel to life: experiences Each experience shapes who we are, creating lasting memories, fostering connections, and offering fresh perspectives about ourselves and the world. We believe that a life enriched by local experiences makes the world a better, more connected place.

Rezdy is a leader in booking software technology, offering a powerful platform designed to empower experience providers. Our mission is to enable them to focus on what they do best—creating unforgettable experiences—while seamlessly managing their operations, saving time, and accelerating revenue growth.

**About the Job**

As a Technical Support Specialist you will be responsible for providing immediate first level support to our customers, with a Customer First Approach. The Technical Support Specialist is responsible for responding to phone calls, support tickets and live chats, to assist our customers with whatever their enquiry may be.

**Key Responsibilities**
- Be a guru for Rezdy’s software in every engagement with all Rezdy customers types.
- Handle customer enquiries with positive interaction and effective and creative problem solving, exploring all possibilities to fully resolve customer issues.
- 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.
- Assist in troubleshooting bugs and escalating to the right teams.
- Handle support for all API related enquiries from internal and external customers that includes, but not limited to 3rd party software providers (Channel manager, Rezdyconnect & Octospecs), Integrated Resellers and Public API.
- 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.
- Embody and champion Rezdy’s value.

**Skills & Experience**
- Experience with a telephony system (Aircall).
- Experience with CRM system / Hubspot preferrable.
- 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 organised.
- 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.

**Our Values & Benefits**

Be a trusted guide; We are responsible for finding the right outcomes for our customers and our people. We are consistent and dependable partners to those that rely on us.

Shape the future; We are relentlessly curious, continually finding ways to innovate and improve the status quo. We create our tomorrow, rather than waiting for it to come to us.

Be proud of the journey; We practice deep integrity and respect in each decision, interaction, and relationship. We measure ourselves not only by outcomes, but by the path taken together.
- A company that values work-life balance
- Work From Anywhere benefit
- EAP program with UPRISE
- Annual Experience Voucher
- Up 18 Weeks Paid Parental leave for Parental benefits for either partner
- Professional development allowance
- The chance to be part of a dynamic and innovative company that is making a difference in the tour and activity sector

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