L1 Tech Support Advocate

About Us

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.

Canary was named a 2024 Deloitte Technology Fast 500 company, a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work — and is backed by top Silicon Valley investors like Y Combinator, F-Prime, Brighton Park Capital and Insight Partners.

Join us in shaping the future of hospitality!

About You

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.

About The Role

This role is an integral part of the Customer Support team and is responsible for troubleshooting and solving basic support issues. As a Customer Support Advocate, you will be the first point of contact for customers seeking assistance. Your role will involve providing prompt and effective solutions, ensuring customer satisfaction, and laying the foundation for a positive support experience.

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.

Escalate complex issues to team leads or appropriate internal teams. Take detailed notes and relay all necessary information for a smooth transition and resolution.

Interact with customers professionally, patiently, and empathetically; actively listening to their concerns and providing clear and concise instructions.

Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication.

Educate customers on product functionality, features, and best practices to help them make the most of their Canary products.

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.

Meet or exceed established performance metrics, including response and ticket resolution times.

Qualifications

$50,000 - $60,000 a year The base salary range for this role is $50,000-$60,000 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 :

Canary Days : As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.

Self Improvement Club : We meet each month and share our personal goals for the month.Each individual is provided a budget towards any purchases that help us achieve these goals.

Professional Development Chats : We provide budget to help drive cross functional professional development conversations across the organization.

Travel Reimbursement : Team members are able to visit our offices across New York, San Francisco or Dallas when they choose, and are provided a travel stipend for doing so. Spend time working with the team in their office, and use the rest of your time exploring a new city!

Personal Travel Reimbursement : If you stay at a hotel that Canary works with, we provide a credit towards your stay.

Canary Technologies is an equal opportunity employer. We recruit, employ, train, compensate and promote talent regardless of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information or any other protected characteristic.

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