Technical Support Representative, In-Store
About The Position
In this role, you’ll work directly with hospitality operators across the globe to troubleshoot issues, instruct and teach product functionality, and strategize to maximize our customers’ Return of Investment. This role is imperative in advancing our mission to provide world class customer support to our clients. You’re excited about this opportunity because you will… Support Customers via Email, Phone and Chat. Promptly respond to customer inquiries through email and phone, resolving issues efficiently and with care. Provide Strategic Solutions. Help customers get the most out of the platform by delivering thoughtful, prescriptive setups tailored to their goals, showing both technical knowledge and strategic insight. Master the SevenRooms Platform . Build and maintain deep knowledge of the SevenRooms platform - both broadly and in the context of individual client needs. Document Resolutions . Record issue resolutions and steps taken, ensuring clear documentation across all client interactions. Prioritize with Impact in Mind. Evaluate and act on support requests based on the severity of customer impact, ensuring the most critical issues are addressed first. Use Internal Tools Effectively. Learn and apply a variety of internal and external systems to log, track, and pull relevant data, supporting smooth and informed day-to-day operations.
Requirements
- You’re a strong communicator, both in writing and over the phone
- You bring a positive, collaborative attitude and thrive in team environments
- You’re comfortable juggling multiple tasks in a fast-paced startup environment, with excellent follow-through
- You have a proven ability to build strong, trusted relationships with clients
- You deliver outstanding customer service, striking the right balance between empathy and effective solutions
- You’re analytical and resourceful, with sharp problem-solving skills
- You have a technical mindset and an interest in hospitality tech
- You’re familiar with tools like Zendesk, Jira, Salesforce, or similar platforms
- You have 1+ years of experience in a high-impact, customer-facing support or strategic account role, ideally in B2B, SaaS, or hospitality
Responsibilities
- Support Customers via Email, Phone and Chat.
- Promptly respond to customer inquiries through email and phone, resolving issues efficiently and with care.
- Provide Strategic Solutions.
- Help customers get the most out of the platform by delivering thoughtful, prescriptive setups tailored to their goals, showing both technical knowledge and strategic insight.
- Master the SevenRooms Platform .
- Build and maintain deep knowledge of the SevenRooms platform - both broadly and in the context of individual client needs.
- Document Resolutions .
- Record issue resolutions and steps taken, ensuring clear documentation across all client interactions.
- Prioritize with Impact in Mind.
- Evaluate and act on support requests based on the severity of customer impact, ensuring the most critical issues are addressed first.
- Use Internal Tools Effectively.
- Learn and apply a variety of internal and external systems to log, track, and pull relevant data, supporting smooth and informed day-to-day operations.
Benefits
- comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act).
- DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.
- For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
- For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
