Platform Technical Support – Hospitality SaaS

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Deliver exceptional technical support to customers through phone, email, and chat, serving as the initial point of contact for all inquiries.

• Diagnose, troubleshoot, and resolve customer issues pertaining to our software, which includes probing for potential bugs, guiding users through intricate workflows, and addressing configuration inquiries.

• Take ownership of a personal queue of support tickets within our ticketing system (e.g., Zendesk, Salesforce), ensuring prompt, accurate resolutions and clear communication.

• Accurately document all customer interactions and solutions to issues in a clear and concise manner.

• Cultivate and sustain a comprehensive understanding of our software's features, functionalities, and best practices.

• Refer complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as necessary.

• Contribute to the development of our internal and external customer-facing knowledge base by creating and updating help articles, FAQs, and troubleshooting guides.

⛳️ Requirements

• A minimum of one year of experience in a technical, customer-facing position, such as B2B SaaS support, technical support, application support, or similar (hospitality experience is preferred).

• Proven experience in managing cases within a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or comparable).

• A demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and navigating through ambiguity.

• Customer-First Mindset: A genuine enthusiasm for assisting people and a high degree of empathy. You maintain composure and professionalism, even in high-pressure situations.

• Technical Aptitude: You are tech-savvy and a quick learner, enjoying the process of understanding how software operates.

• Communication Skills: Outstanding verbal and written communication abilities in English, capable of simplifying complex technical concepts.

• Organization: Highly organized, adept at managing multiple priorities, with exceptional attention to detail.

• Familiarity with hospitality technology, including property management systems and interfaces.

• Strong knowledge of AWS CloudWatch.

• Familiarity with RESTful APIs, JSON documents, and tools such as Postman.

• Direct experience in the hospitality sector or with hotel software (PMS, CRS, etc.).

• Previous experience with a B2B SaaS organization.

• Background in hospitality combined with practical experience supporting technology users.

🏝️ Benefits

• Be part of a rapidly expanding company that is redefining the future of connectivity in hospitality technology.

• Engage in significant, high-profile marketing initiatives that directly influence growth.

• Collaborate with a seasoned, strategic marketing team.

• Opportunity to take charge of design and assist in scaling a global brand presence.