Support Consultant

December 14

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Hotel Property Management Sytem

51 - 200 employees

☁️ SaaS

Description

• Support Consultant helps handle escalated customer cases • Use excellent diagnostic and troubleshooting skills • Act as a liaison between Client Services and the Engineering team • Facilitate the entire call resolution process • Investigate, log and monitor bug reports • Escalate issues, as needed • Manage customer expectations and maintain high customer satisfaction • Work on-call and weekend shifts

Requirements

• Bachelor’s degree and/or equivalent working experience • 3+ years of experience in customer support with a B2B or B2C software business • 2+ years experience in hospitality software • Experience handling support escalations to engineering teams • Previous experience working directly with business clients • Ability to diagnose, simplify and explain complex issues • Demonstrated troubleshooting and problem-solving skills • Excellent verbal and written communication skills • Strong analytical skills and experience with reporting and data analysis • Strong organizational skills and the ability to meet deadlines in a fun fast paced working environment • Familiarity with trouble ticketing systems (Jira, Bugzilla, FreshDesk, ZenDesk, etc.) • Experience in a SaaS software company • Familiarity with logging systems (Sumologic, Kibana) • Integration setup knowledge, including POS, S&C, CRS and Comtrol experience