Technical Support Specialist - Remote

Overview

The Technical Support Specialist will be the first line of communication with customers, responsible for addressing how-to questions about the Hostaway platform and ensuring customer satisfaction.

In Short

• Take ownership of customer issues via phone.
• Balance urgency with quality in responses.
• Determine calls that need to be escalated to Level 1 support.
• Follow Support Guidelines playbook.
• Troubleshoot and identify solutions for customer issues.
• Gather information for investigations and update customers via Zendesk.
• Provide prompt feedback to customers.
• Conduct product walkthroughs for customers.

Requirements

• Experience in technical support for customers over the phone.
• Familiarity with complex web applications; travel industry experience is a plus.
• Experience troubleshooting SaaS product issues.
• Flexibility to work in US Eastern Time Zone.
• Excellent communication skills in English.
• Persistent in finding solutions to issues.
• Strong time management skills.
• Weekend availability is a plus.

Benefits

• Competitive compensation based on market rates.
• 100% remote work within the country of residence.
• Equity in the company.
• Values-driven leadership.
• Opportunities for professional growth.
• Annual paid leave.
• Geographic specific benefits like health insurance.
• Diverse and dynamic team culture.