Analyst, Technical Support

As an established start-up modernizing reservations and ticketing in the ground travel industry, Betterez is disrupting the transit landscape.

We are looking for a talented individual who takes pride in becoming a trusted partner for our customers, takes ownership of customer issues, is able to foresee and report on problems through to resolution, and provide timely and high-quality support to our customers.

Reporting to our VP of Operations, and working closely with other senior management, you will have the exciting opportunity to learn the inner workings of a high-growth startup while becoming a key contributor to our company.

Summary of the Role

  • Provide high-quality, responsive and timely technical support and service for Betterez customers
  • Perform root cause analysis, troubleshooting and documentation of reproduction steps to assist in issue resolution for our engineering team
  • Become an expert in Betterez RTM products to efficiently debug production issues and answer customer product inquiries
  • Recognize level of priority of issues and escalate to management as needed
  • Work with the Customer Success, Sales and Management team to manage customer expectations and ensure satisfaction
  • Research and document articles in the knowledge base for technical solutions
  • Contribute to a growing knowledge network that improves the effectiveness of our team, and the effectiveness of information available to our clients
  • Assist with improving and expanding technical service practices, documentation and knowledge base
  • Maintain industry expertise by learning new and updated technology
  • Provide rotational technical support coverage to customers during business hours and on international holidays as necessary
  • Any other duties as requested by the VP of Operations

Qualifications

  • Proven work experience in technical support
  • Written and verbal communication, including technical writing skills
  • Ability to work effectively within a team environment
  • Ability to manage multiple projects with multiple deadlines
  • A go-getter who has demonstrated performance achievement abilities and is driven by results
  • Excellent organizational skills and attention to detail
  • University degree in a relevant field such as Computer Science, IT or Software Engineering

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