Opentable

Overview

Seeking a dedicated Tier 2 Representative to join our team in Mexico City to champion our network of restaurants and hospitality venues by providing exceptional, sophisticated support to our customers.

About Opentable

OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive, empowering them to focus on what matters most while enabling diners to discover and book the perfect restaurant.

Requirements & Eligibility

• 1+ years of experience in a collaborative professional setting requiring strong problem-solving abilities
• Excellent written and verbal communication skills for engaging with both internal teams and external customers
• Demonstrated attention to detail and a commitment to maintaining high-quality standards in task execution
• Strong desire to help others and a keen interest in customer advocacy and support
• Ability to work from the Mexico City office

Key Responsibilities

• Address, manage, and resolve complex technical issues and case escalations raised from initial support channels via phone, chat, and email
• Create and manage detailed tracking tickets, collaborating directly with engineering teams to advocate for customers and relay product improvement suggestions
• Partner closely with internal departments, such as Account Management, to set clear expectations and ensure timely case resolutions
• Maintain high-quality standards in documentation and case notes to ensure compliance and accurate record-keeping
• Actively monitor support queues to guarantee timely handling of all customer inquiries and critical conversations
• Participate in team meetings, training sessions, and the development of educational materials to continuously improve processes and team capabilities