Technical Support Specialist
$54,995–$60,008 year
Hybrid · Denver, Colorado, United States
Job Summary
Technical Support Specialist at Rezdy delivering first-level customer support via phone, tickets, and live chat; hybrid work arrangement with 3 days in the office. Responsibilities include resolving customer inquiries, troubleshooting issues, documenting resolutions, maintaining SLAs and CSAT targets, escalating bugs to appropriate teams, learning new product features, reporting trends, maintaining ticket notes, and collaborating with Sales, Customer Success, and Development to ensure excellent service. Must support a metric-driven environment (SLA 90%, CSAT 90%, FRT 2 hours) and act as a Rezdy product brand ambassador. Skills emphasized include telephony (Aircall), CRM tools (Hubspot, Zendesk), software/APIs/HTML familiarity, strong communication, problem-solving, autonomy, and teamwork.
Required Qualifications
- Experience with a telephony system (Aircall)
- Experience with CRM system / Hubspot / Zendesk preferrable
- Experience/Interest in software, APIs, HTML
- Experience in Zendesk or similar helpdesk ticketing tool highly preferred
- Previous experience in helpdesk role
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