Level 1 Product Support Specialist Job at Zartico, Inc.
Meet Zartico, the world’s first Destination Operating System.
Zartico’s mission is to empower DMOs to be better stewards of the world’s tourist destinations through improved data intelligence and decision-making. Makers of the first Destination Operating System, Zartico harnesses and streamlines complex data to provide a full-spectrum of data science, benchmarking and analytical services for use in marketing, community development and sustainability efforts. Based in Salt Lake City, Utah, Zartico has over thirty years of experience in technology, tourism, and destination, travel and tourism marketing.
Summary:
As a Partner Support Specialist, your primary responsibility is to provide first level support to Zartico partners. Additionally this position will perform routine technical support items that range from access to the Operating System and routine file administration. This position may give guidance to junior roles. This position will receive guidance from upper level support on assignments and training.
What You’ll Do:
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Manage daily support tickets in HubSpot
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Conduct Analysis on tickets to determine quick fix vs. L2 or L3 (Engineering)
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Assign ticket to the appropriate resource
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Categorize tickets for reporting
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Perform fixes on ticket which do not require L2 or L3 (Engineering)
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Monitor daily file load successes/failures - STR, CRM, etc.
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Remotely assist Partner with support needs
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Clearly communicate status of Support tickets
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Assist cross-functionally with Partner access, configuration, and connectivity
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Collaborate with the Advisors/Operations/Engineers to define high-level requirements for support tickets
Required Skills:
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CRM
Nice-to-Haves:
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HubSpot
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Slack
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Google Suite
Soft Skills:
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Strong Written/Verbal Communication
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Problem Solving
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Teamwork
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Maintain High Customer Satisfaction
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Fast Turnaround and Troubleshooting Skills
Education and Certifications:
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College Degree Preferred
Travel Requirement:
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Minimal travel is required
All Hands - once a year
Why Zartico?
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We believe in a growth mindset. We are a learning organization.
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We emphasize focus because we know that to achieve big dreams, you have to execute and get the small stuff right.
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We lead with inclusion and value diversity. We believe in diversity of thought, perspective, and experience. Diversity of experience and perspectives creates a more robust product and more beautiful world.
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We dream in color and code.
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We hustle.
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We are humble and know that the sum of our parts is greater than any one of us as individuals.
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Above all else, we do the right thing. We believe in transparency, honesty and integrity.
We believe travel and tourism is a force for good because it builds connection, understanding, and appreciation of our world’s cultures, history and natural resources. We believe data and the right metrics allow us to make better decisions because transparent data helps focus on the right issues, problems and therefore, solutions, to be better stewards of our world's most precious destinations.
We’re building a global community—one that’s safe for people of all backgrounds. We are an equal opportunity employer where our diversity and inclusion are central pillars to our company strategy. We look for applicants who understand, embrace and thrive in a multicultural and increasingly globalized world. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. When you join our team, you join the Zartico family.
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