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User Support Specialist

Introduction

Roadtrippers is a rapidly growing, venture-funded platform where travelers can seamlessly discover, plan, and book their next trip all in one place. Using its database of millions of diners, national parks, museums, hotels and more, Roadtrippers is the ultimate road trip companion, generating unprecedented insight into audience and regional travel intent, patterns, and behaviors.

The Role

Roadtrippers is seeking a driven User Support Specialist to enhance the overall customer experience. By applying proven organizational, time management, and technical skills, this role will provide direct customer support and perform administrative tasks for the Roadtrippers app and website. The User Support Specialist will author knowledge base articles as well as identify, monitor, and report support related issues to the development/QA team. 

Responsibilities

  • Identify, troubleshoot, and resolve problems encountered by company-wide users 
  • Author and edit knowledge base support articles
  • Assists users in resolving issues within Zendesk, diagnosing problems and performing troubleshooting activities
  • Become an expert Roadtrippers user and stay on top of all new feature releases
  • Provide exceptional support by listening, understanding the issue, and problem solving with customers
  • Provide valuable feedback to the development and QA team

Qualifications

  • At least two years experience in customer/user technical support
  • Excellent interpersonal, written, and oral communication skills are critical to success
  • Strong organizational and multitasking capabilities to get things done in a fast-paced environment
  • Strong communication skills and experience working with highly technical teams
  • Patient, curious, detail-oriented, and eager to problem solve
  • Ability to work independently and stay self-motivated
  • Zendesk experience a definite plus
  • Bachelors degree (not mandatory but helpful)

You will be expected to use your initiative to move the company forward in whatever way you can. No job is too small, but you will also be able to create systems and automations to allow you to focus on the bigger picture projects that move the needle.

About Roadtrippers

Roadtrippers is a rapidly growing team, recently acquired by TH2, a Thor/THL joint venture.  On the Roadtrippers platform, travelers can seamlessly discover, plan, and book their next trip all in one place. Using its database of millions of diners, national parks, museums, hotels and more, Roadtrippers is the ultimate road trip companion, generating unprecedented insight into audience and regional travel intent, patterns, and behaviors.

Roadtrippers headquarters is located in the historic Over-the-Rhine district in Cincinnati, Ohio.

Team Benefits

Lunches and snacks
Drinks, kegs, and snacks available in the office. Team lunches on Tuesdays.

Unlimited vacation
This is a partnership of people that want to build something great. We trust you to pull your own weight and manage your own time.

Team led task management
Everyone on the team gets to decide what we work on to achieve our goals. We work in small, self-organized teams who determine the best tactics to support the vision and strategy set by leadership.

Path to the top
We operate on merit. If you consistently work hard and improve your own knowledge set, there is no position that isn't open to you.

Great healthcare
We pride ourselves on offering a multitude of healthcare options for you and your family, including healthcare (PPO & HDHP), dental, vision and more. We absorb the majority of the costs which means a much higher take-home pay for you.

The tools for your job
A computer and all of the software you need to be successful in your role.

Note: We do not work with external recruiters or placing agencies, so please don't contact us.

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