RocketRez is an all-in-one cloud platform behind some of the fastest growing tours & attractions. Our platform connects data from every facet of our customers’ business to help them manage their revenue like never before. If you’re passionate about people, technology solutions, travel, and ideally exciting attractions, this just may be the career opportunity for you!

The Support Desk specialist is responsible for answering customer support inquiries, tracking tickets and responses, collecting/analyzing ticket metrics, and building relationships with customers. In this role, the successful candidate will act as a Support Agent utilizing the FreshDesk ticketing software to address standard support questions and escalate more complex inquiries to Tier 2 or the client’s CSM. The ideal candidate for this role demonstrates empathy when dealing with customers and understands that they play an extremely important role as ambassadors for RocketRez, delivering a wonderful customer experience.

Core Responsibilities:

• Customer Support – Provide support and solutions to customers with their issues with their account. Staff the support desk during business hours, responding to customer inquiries, answering tickets and incoming calls, and/or escalating as appropriate to the CSMs or Tier 2. Educate and provide training to customers on using various aspects of the software. Work with internal experts to find and communicate answers to customer’s questions.
• Tickets – Log tickets in the service desk software, tagging tickets with the appropriate categories. Follow up on customer requests to ensure complete handling of the caller’s inquiry. Nudge team members to resolve and close tickets.

• Metrics – Compile and report on quarterly metrics for Support Desk. Metrics include items such as number of tickets submitted, tickets by status, by tag and topic, by customer and by CSM. Compare results quarter over quarter to show trends and address issues.

• Support Desk Administrator – Configure the support desk software with appropriate tags, alerts, notifications, stored email responses and other configuration items. Add and remove users and adjust access privileges as needed.

• Process – Follow established processes for Service Desk. Identify opportunities for improvements in both technology and practices/processes. Capture and track activities in CS and Service Desk tools.

• Product – Stay current with product updates and address customer questions on new features and enhancements. Work with Product Management to improve customer support and training materials.
• Voice of Customer - Gather and communicate customer feedback to CS management and Product Management so that customer needs are well understood and appreciated.
• Other duties as assigned.

Key Qualifications:

• Experience with external customer support.
• Is comfortable working from home.
• Intermediate knowledge of the software and hardware solutions offered by RocketRez.
• Strong English written and oral communication skills.
• Ability to problem solve and fair judgement with reassignment of tickets.
• Demonstrate advanced customer service skills.
• Manages multiple projects simultaneously while paying attention to detail.

About RocketRez

RocketRez is a global technology company providing all-in-one-solutions for the Travel, Tour, and Attractions industry. With clients ranging from Ferry and Passenger Vessels to Zoos, Aquariums, and other tourist attractions, we are a market leader in timed ticketing, point-of-sale, inventory management and scheduling.

Our customizable platform accommodates seat assignments, social distancing, touchless ticketing, and timed entry. Our customers love the product because no other company provides a solution as robust and innovative as RocketRez’s.

As a culture, we value people above all – from our employees to our customers to our business partners. If you have an entrepreneurial mindset, value intellectual curiosity, excellence, and want to be part of a collaborative team, we are the place for you!

RocketRez’s core values serve as our guiding principles as a partner to our customers, as an employer to our employees, and as a member of our communities.

● Win with Integrity. We believe that success achieved with integrity is the only kind worth pursuing. We are committed to conducting business ethically and transparently, upholding our principles even in the face of challenges. ​

● Honest Dialogue Always. We value open, transparent, and honest dialogue in all our interactions, whether it's within our teams, with our customers, or with our partners. By fostering an environment where everyone feels empowered to speak candidly, we ensure that ideas flourish, problems are solved, and trust is maintained.

● Assume Positive Intent. We choose to approach every situation with a mindset of positivity and goodwill. Understanding that misunderstandings can arise, we give others the benefit of the doubt and always assume positive intent. This fosters a culture of empathy, respect, and collaboration.​

● People Come First. Our people are our greatest asset, and their well-being is our top priority. We prioritize creating a supportive and inclusive environment where everyone feels valued, respected, and empowered. We invest in the growth, development, and happiness of our people, laying the foundation for both individual and organizational success.​

● Continuous Improvement Mindset. We believe in the power of curiosity to drive innovation, learning, and growth. We foster a culture that encourages questioning, exploration, and continuous learning.

● Teamwork Drives Results. We believe that the best results are achieved through collaboration, mutual respect, and leveraging each team member's unique strengths. We tackle challenges head-on together and refuse to settle for mediocrity. We are driven by a shared passion for achieving success together as a team.​

RocketRez is an Equal Opportunity Employer and do not discriminate against applicants or candidates based on any prohibited ground of discrimination. We are committed to providing reasonable accommodations for qualified individuals, and if you need assistance or an accommodation during the recruitment process, don’t hesitate to advise. With an equal opportunity focus, we encourage any and all applicants interested in an open role at RocketRez to apply regardless of satisfying every bullet point listed in a posting!