Technical Support Specialist

If you’re passionate about technology solutions, travel, attractions, and people, this just may be the career opportunity for you!

As a Technical Support Specialist (internally referred to as a Customer Success Manager), you will be in an essential part of Customer Success team by delivering best-in-class technical and implementation services to our customers in Canada and the USA, building and maintaining strong customer relationships, and providing on-going technical support.

RocketRez has developed a comprehensive 9-module training program for our product. This training program will equip you with the essential system, technical, and business acumen; while simultaneously ensuring customer success. After completing the training program, your responsibilities will include:

• Effectively and collaboratively lead our customers through the configuration, implementation, training, and go-live of their RocketRez system.
• Providing back-up support to our customer technical support desk and working with internal resources to identify, troubleshoot, and/or resolve customer questions.
• Proactively build and manage customer relationships through frequent check-ins, education, product, and support services.
• Gather and communicate customer feedback and relaying to our Customer Success and Product Management teams;
• Eagerly learn and apply product knowledge, aiming to develop expertise in 2+ product areas;
• Other assigned tasks/projects, as required

Key Qualifications

• Bachelor’s degree in related field computer science, business administration, or related field.
• Authentic, humble, empathetic, accountable, striving for excellence in all that you do;
• 2+ years of demonstrated technical customer support experience
• Comfortable and capable of managing multiple projects simultaneously; prioritizing and organizing tasks; and high attention to detail.
• Passion and empathy for customer and team success, with strong commitment to providing or finding the right solutions;
• Effective written and verbal communication skills, with the ability to translate technical information in simple, easy to understand terms;
• Ability to travel domestically and/or internationally without restriction.

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!

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