Full-Time

Customer Support Advocate

Canary Technologies

Canary Technologies

51-200 employees

Secure, contactless hospitality software enhancing guest experience.

Consumer Software

Junior, Mid, Senior

San Francisco, CA, USA

Required Skills
Communications
Customer Service
Requirements
  • Previous experience in a customer service or technical support role.
  • Experience in a B2B or SaaS company preferred.
  • A customer-focused attitude with a genuine desire to help customers.
  • Excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customers.
  • Strong problem-solving skills and a proactive approach to finding solutions to technical issues.
  • Willingness to work collaboratively in a team environment and learn from others.
  • Effective time management skills and the ability to handle multiple tasks simultaneously.
Responsibilities
  • Initial Troubleshooting: Respond to customer inquiries via phone, email and chat. Conduct initial troubleshooting to diagnose and resolve technical issues and answer product questions.
  • Customer Interaction: Interact with customers professionally, patiently, and empathetically, actively listening to their concerns and providing clear and concise instructions and solutions.
  • Escalation: Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolution.
  • Resource Utilization: Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questions. Provide feedback when resources are outdated or lacking key info.
  • Proactive Communication: Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication.
  • Customer Education: Educate customers on basic product functionality, features, and best practices to help them make the most of their Canary products.
  • Collaboration: Collaborate closely with team members and cross-functional partners to share insights and feedback. Contribute to the continuous improvement of support processes and customer satisfaction.
  • Performance Metrics: Meet or exceed established performance metrics, including response and ticket resolution times.

Canary Technologies, a leading provider of hospitality software solutions, offers a comprehensive suite of tools that not only secure guest data but also significantly enhance the guest experience. With a unique competitive advantage in their industry-leading features such as Contactless Mobile Check-in, Digital Authorizations, and Digital Amenity Ordering, they ensure PCI compliance and have successfully reduced chargebacks/fraud by up to 90%. Their team's deep understanding of the hospitality industry, combined with their ability to anticipate and meet hoteliers' needs, has earned them the trust of thousands of hotels worldwide.

Company Stage

Series B

Total Funding

$59.4M

Headquarters

San Francisco, California

Founded

2018

Growth & Insights
Headcount

6 month growth

21%

1 year growth

54%

2 year growth

113%

Benefits

Health insurance

Flexible working hours

Training & career development

Regular team building events

Travel stipend at Canary hotels

Internal promotions

Stocked kitchen