Revinate
More than 12,000 hotels bank on Revinate to power unforgettable guest experiences and drive direct revenue.
Technical Customer Support Specialist I
Location
Arizona
Posted
47 days ago
Salary
$22 - $24 / hour
2 yrs expEnglishSQL
Job Description
• Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
• Extensively research and document technical customer issues and clearly communicate to the larger organization.
• Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate.
• Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.
Job Requirements
- 2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company
- Must have strong communication skills (verbal & written)
- Strong technical knowledge (i.e. inconsistent email rendering, checking PMS logs, querying data logs for research purposes)
- Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platforms
- Email marketing experience is a strong plus; knowledge of HTML is nice to have
- Strong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plus
- Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc
- Experience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc
- Ability to learn and articulate software-related and technical concepts in a way that is understandable to the "average Joe"
- Must have a passion for being part of a hard-working, winning team.
