L1 Tech Support Advocate (New York)

L1 Tech Support Advocate

Canary Technologies is changing the game for hotels with modern software powered by Canary's hospitality-specific AI platform. Canary is utilized by 20,000+ hoteliers in 100+ countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham, Marriott, IHG, Four Seasons, Rosewood, and Best Western trust Canary to deliver results.

You are a self-starter who thrives in a fast-paced environment and is excited to get cross-functional experience in a high-growth startup. You practice active listening and enjoy communicating with customers. You are an adept problem solver with previous experience in technical customer support. You are comfortable working collaboratively and autonomously on new challenges as the company grows.

Responsibilities

• Initial Troubleshooting : Respond to customer inquiries via phone, email and chat. Conduct initial troubleshooting to identify and escalate, or resolve, technical issues and answer product questions.
• Escalation : Escalate complex issues to team leads or appropriate internal teams. Take detailed notes and relay all necessary information for a smooth transition and resolution.
• Customer Interaction : Interact with customers professionally, patiently, and empathetically; actively listening to their concerns and providing clear and concise instructions.
• 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 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.

Qualifications

$60,000 - $70,000 a year

The base salary range for this role is $60,000-$70,000 annualized salary. This is subject to standard withholding and applicable taxes. Actual compensation will be commensurate with the candidate's skill level, experience, and specific work location. This role may also include the opportunity to earn a discretionary bonus and / or equity.

We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional benefits :