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Client support specialist Poland

About HQ

HQ develops the leading corporate mobility platform in the US and grows globally with our client base. Dozens of the largest US companies are among our customers, with tens of thousands of employees using our web and mobile applications. This is an excellent opportunity to grow as part of a fantastic success story and work both in a corporate and a start-up environment.

Role and Responsibilities

At HQ, the Client Support Associate is the front line for handling client inquiries and issues. The associate will ensure that clients, their travelers, and transportation providers are satisfied with HQ products, services, and features while identifying opportunities to improve our internal processes and resources.

What will you Do:

Assist our users, including system admins, travel managers, bookers and travelers, car service operators, and others with best-in-class
client service and support.
Answer inbound client support emails and phone calls, utilizing training and Knowledge Base to resolve client issues.
Create technical support cases as necessary and direct to appropriate personnel.
Escalate urgent issues to HQ client management.
Contribute to your and your team's continual upskilling, constantly improving your knowledge, internal Knowledge Base, and other resources.
Create and/or improve internal processes for resolving client issues.
Build internal relationships across our global team to solve client issues
Collect constructive, data-oriented feedback for our product and engineering team to make product improvements

About you:

Have an intense interest in and ability to learn our solutions and industry
Have significant experience in a client service role and find satisfaction in providing delight to those experiences
A skilled communicator, proficient in both verbal and written English language who enjoys creating personalized verbal and written communication and communicating with a wide variety of different people.
Ability to remain calm under pressure while balancing multiple and changing priorities.
A team player who thrives in collaborating, giving, and receiving feedback while also being able to work independently.
Tools Savvy - experience and confidence with Google Suite, Microsoft Office (in particular Excel), CRM (Zoho, Hubspot, etc) & Help Desk
(Zendesk, Freshdesk,etc), and Slack, with an ability to learn new tools rapidly.
Tech Savvy - Ability to learn technical troubleshooting of web applications. Experience with JIRA is a plus.
Some flexibility to work non-traditional shifts (early mornings, late evenings, and weekends- a few times a year as support volume demands).
Motivated by metrics as an indicator of success.

Regional Implementation Manager New York, US (remote optional), Singapore/ HK

Responsibilities:

Ground Transportation Business Support

Fluent in English and applicable local language.
Acts as liaison between SummitQwest, regional Car Service Providers (CSPs), and client.
Completes all periodic and ad hoc reporting requests as outlined by RM or GM.
Assesses short-term transportation requirements and assists in securing transportation during disruptive events such as inclement weather, dignitary or large events, and BCP scenarios
Reviews ground transportation industry news and trends as relevant to the client's ground transportation program and partners with the Hospitality Team to source information as may be needed and/or requested by senior stakeholders.
Shall be available for in-person meetings with the Firm as required and shall provide advice on all aspects of the Service.
Maintains and shares activity log of inquiries and support issues to analyze trending patterns to Improve processes and/or identify efficiencies
Influence better self-service behaviors where applicable.
Proactively monitors & analyzes SG application activity, including car service usage and billing processes, to identify opportunities to improve the Service, reduce costs, and/or reduce carbon emissions.
Coordinates with on-site CSP manager as needed for reporting and operational support of managed services.
Notifies RM & GM of any relevant SG application updates or outages that may impact service.

Project Management

Leads project management of local market rollouts of the SummitGround application as directed by RM and GM including requirements gathering, setting timelines, coordinating with GS communications, tracking technical development of key features and CSP integration with SummitQwest, and regular stakeholder postings
Support additional projects as needed such as special events and process and/or system updates.
Day-to-day support of clients' Passengers and Bookers.
Has a thorough knowledge of the GT industry, including regional CSPs, and is able to provide guidance on booking unique or high-touch transportation requests.
Works with key stakeholders to ensure all car service requirements are fulfilled to expected standards
Responds to all inquiries and coordinates the resolution of all disputes in a timely manner.
Confers with RM and GM to triage and escalate matters as needed.
Is knowledgeable of all aspects of the SummitGround application as well as client's ground transportation and relevant expense policies,

Assists in:

Creation and maintenance of training plan including demo sessions, user guides, FAQs
Training client's employees and Contingent Workers on best practices and core functionality of the SummitGround application through scheduled training as outlined in the training plan as well as responding to ad hoc.

R&D

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