Customer Support Specialist (Bilingual)

at  ConnectGO

We are Connect&GO, an integrated software powering attraction venues all around the world by empowering our clients to simplify their operations, increase their revenue and focus on their guests. However, our mission goes beyond business success. Within our team, we embrace and celebrate authenticity. We firmly believe in being true to ourselves and we encourage you to do the same.
Here, we thrive on seizing bold opportunities and challenging the status quo. We embrace change and push boundaries to achieve greatness. But it’s not all work and no play! We believe in having an amazing time while pursuing our goals. We understand that a little bit of fun and laughter can unlock our creative potential, enabling us to unleash our most innovative thinking.
Your mission, should you choose to accept, will be to ensure in the attractions industry receive world-class service and support for our all-in-one integrated management platform. This entails providing technical support to our customers after implementation, particularly related to payment, e-commerce, POS systems, access control and third-party integrations. Your technical expertise will be essential in resolving complex issues, and your ability to build and maintain strong relationships with our customers will be key to achieving our company’s strategic objectives.

REQUIREMENTS:

• 3+ years of experience in customer support or a related field with a technical background, preferably with experience in payment and POS systems.
• Familiarity with tools such as MS Office, Slack and Zendesk.
• Proven ability to troubleshoot and resolve complex issues.
• Excellent communication and relationship-building skills.
• Ability to understand technical concepts and communicate effectively with technical and non-technical stakeholders.
• Familiarity with software ticketing systems and the attractions industry is a plus.
• Proven ability to work collaboratively in a team environment.
• Available for some shift work/standby for support calls overnight.

In addition to our outstanding company culture and commitment to inclusivity, there are other exciting benefits awaiting you:

• Enjoy a refreshing 4-day work week.
• From day one, access extended health and dental benefits, ensuring your overall well-being is prioritized from the start of your journey with us.
• Take advantage of up to 4 weeks of annual PTO, including 3 weeks of vacation and 1 week off between Christmas and New Year’s.
• Celebrate your birthday with a day off!
• Have the flexibility of unlimited sick days.

• Empower your growth and development with access to external training, invaluable mentorship, and comprehensive learning resources. Expand your skill set and knowledge base to focus on your career goals.Maximize your fitness and well-being with our Fitness Allocation Program, where you can receive support for your physical health goals. Invest in your wellness and enjoy the benefits of a healthier lifestyle.

• You can be part of something truly special! Our company’s values are the heart and soul of our operations, influencing every single action we take.

KEY RESPONSIBILITIES:

• Provide seamless and effortless customer service to help troubleshoot technical product issues.
• Capturing feedback to share with our product team.
• Communicate clearly with internal and customer team members regarding status, issues, diagnosis, and next steps.
• Ensure that all work and changes are performed in such a way as to minimize disruptions to the customers and other stakeholders.
• Proactively contribute to the optimization of support tools, operational processes, documentation, and technical configurations.
• Helping in creating customer support reports.

WHAT ARE THE EXCITING UPCOMING CHALLENGES THAT YOU WILL SPEARHEAD IN THIS ROLE?

• Participating in implementing best practices for payment and ticketing system support
• Contributing to product development with the knowledge and insights received from our customers
• Participate in an exciting scale-up adventure.