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.
- 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.
- Escalation: Escalate complex issues to team leads or appropriate internal teams. Take detailed notes and relay all necessary information for a smooth transition and resolution.
- Customer Interaction: Interact with customers professionally, patiently, and empathetically; actively listening to their concerns and providing clear and concise instructions.
- Proactive Communication: Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication.
- Customer Education: Educate customers on product functionality, features, and best practices to help them make the most of their Canary products.
- Collaboration: 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.
- Performance Metrics: Meet or exceed established performance metrics, including response and ticket resolution times.
- Previous experience in a customer service or technical support role. Experience in a B2B or SaaS company preferred.
- Excellent written and verbal communication skills with the ability to explain technical concepts simply and understandably to non-technical customers.
- Strong problem-solving skills and a proactive approach to finding solutions to technical issues.
- Effective time management skills and the ability to handle multiple tasks simultaneously.
- Willingness to work collaboratively in a team environment and learn from others.
- A customer-focused attitude with a genuine desire to help customers.
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.
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Canary Technologies is hiring a Customer Success Enablement Manager to create onboarding, training, and enablement resources that scale CS performance and customer value across a global, product-driven organization.
Cognizant is hiring a remote Claims Processor to adjudicate professional and institutional medical claims accurately using Facets and standard coding guidelines.
Customer-focused representative needed at Travelers to manage inbound policy and billing inquiries, deliver empathetic support, and grow within a high-volume operations environment.
At Tailwind, the Deployments Strategist will lead customer onboarding and enablement from signed contract to confident daily use, driving adoption with clear playbooks and hands-on training.
American Specialty Health is seeking remote Seasonal Customer Service Representatives to deliver timely, courteous support for members and partners of its fitness programs.
BEUMER Group is hiring a Technical Support Engineer (Hardware) to deliver electrical and controls hotline support for customers across North America while collaborating with global technical teams.
Bone Dry Roofing is hiring an onsite Customer Service Representative in Indianapolis to handle inbound/outbound calls, schedule appointments, and provide reliable, customer-first support.
Relias is hiring a Support Associate to deliver multi-channel customer support and help healthcare clients get the most value from the Relias platform.
Lead enterprise enablement at AirOps by designing and delivering training programs and cohort experiences that make marketing teams AI-proficient and drive measurable business outcomes.
Cognizant is seeking a remote Customer Service Representative to manage inbound/outbound inquiries and order management for a foodservice client while delivering high-quality customer support.
Work remotely as a Practitioner Education Representative to engage contracted practitioners, validate directory data, conduct compliance surveys, and support practitioner onboarding and education efforts.
UChicago Medicine is hiring a Patient Appointment Coordinator to handle patient scheduling, information verification, and call triage at its Burr Ridge Call Center during daytime hours.
Provide onsite post-sales software and IT support for HP local accounts, troubleshooting issues and ensuring high customer satisfaction.
Provide in-person wearable defibrillator fittings, patient education, and local clinical coordination as a per-diem ASSURE Patient Specialist supporting Kestra in the King of Prussia area.
Canary Technologies is helping to modernize the hotel technology stack with agile, cloud-based solutions to improve antiquated workflows. Canary provides a suite of innovative, PCI-compliant tools that help hotels provide a better guest experience...
7 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
