Vacancy expired!
Client Support Specialist
Who is Bluetent?:
Located in the heart of the Rocky Mountains - we are a team that loves to play hard and work harder. As an Outside Magazine Best Place to Work 7 years running, we believe success is powered by our team's happiness. We're just a talented bunch of innovative developers, creative artists, social experts, email ninjas, search enthusiasts, anglers, alpine skiers, trail runners, environmentalists, who genuinely care about our client's success.
We are a digital agency specializing in the travel, tourism and hospitality industries. Providing strategic consulting, brand design, web development, email marketing, social media, and search / inbound marketing services. Our vision is to be the premier digital agency in the hospitality industry by driving quality conversions and creating digital experiences that inspire and motivate travelers to place. Our mission is to create value and deliver measurable results to our clients through innovation and quality in the digital space. We focus on sustainable growth driven by the success of our clients, the strength of our team and a culture that encourages excellence in both our professional and personal lives.
About this position:
The Client Support Specialist is responsible for intaking customer support requests (cases) and maintaining Bluetent's support queue to ensure that requests are escalated and resolved in a timely manner. This is a client facing role and requires exceptional customer service, communication, and organizational skills.
This is an in-office position at Bluetent's Carbondale, CO headquarters. NOT A REMOTE POSITION.
In this role, you will:
Monitor, assess, and route incoming client support requests Hey
Communicate with clients via email and phone regarding their requests within Bluetent's outlined Service Level Agreement for response times
Collaborate with other members of the support, success, marketing, and development teams to triage/troubleshoot incoming issues effectively
Resolve requests that do not require development team interaction with the site/platform
Work to educate clients about how to best interact with Bluetent's platforms and services and encourage platform adoption/power users by actively sharing (or creating) platform documentation
Obtain request estimates from the development team and communicate estimated budgets and timelines to clients
Adhere to Bluetent's policies on use of Subscription Support time and keep clients within budget
Proactively communicate with clients regarding remaining time in their budgets and ensure that client requests do not cause budget overages
Sell additional time for requested projects to clients
Identify trends in support requests and communicate them with the team
Serve as after hours/emergency on-call support on a rotation schedule
The skills/qualifications we are looking for are:
High School Diploma or GED required, Bachelor's degree preferred.
Experience or interest in the vacation rental industry
Excellent communication skills, both verbal and written
Exceptional Customer Service Skills
Highly Organized
Excellent problem-solving skills and the ability to ask the right questions to get to the root of an issue
Desire to learn about Bluetents products and services
Experience with NetSuite a plus
Experience with Google Apps a plus
Experience with Basecamp a plus
Please provide a resume and cover letter with your application. Applications received without a cover letter will not be considered.
