What’s the Opportunity?
We are looking for Product Support Consultants to join our support team to help our customers use Zenoti effectively to run their business. This team works Monday to Friday, 9 AM to 6 PM UK time. Consultants must be flexible with shift assignments based on customer needs and will work in our Manchester, UK office.
What Will I be doing?
- Receive inbound help requests from customers via phone, chat, and email.
- Own customer reported issues and see problems through to resolution; act as an advocate for our customers and their needs.
- Consult with customers to ensure their business operations run effectively on Zenoti.
- Research, document, and prioritize customer issues, leveraging internal tools and escalation teams; manage time effectively in a fast‑paced environment.
- Escalate issues when needed and recognize when help is required to solve an issue.
- Serve as a trusted advisor to customers on Zenoti products, providing high customer satisfaction.
- Develop and maintain technical expertise in assigned product areas and use that expertise to help customers.
- Provide peer mentorship to team members.
- Create knowledge base materials to enhance operational efficiency and empower the support community.
- Take pride in work and obsess over the quality of deliverables.
- Influence product direction by providing feedback on customer challenges with the product.
What Skills do I need?
- Minimum 3 years in a public‑facing customer service role requiring frequent engagement in English and at least one of Danish or French; hospitality or retail background preferred.
- Experience with a point‑of‑sale or reservations system.
- Tenaciousness and perseverance.
- A technology‑centric background with self‑learning curiosity.
Zenoti provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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