Platform Technical Support – Hospitality SaaS

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

📋 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 concerns related to our software, which includes identifying potential bugs, guiding users through intricate workflows, and addressing configuration queries.

• Take ownership of and manage a personal queue of support tickets within our ticketing system (e.g., Zendesk, Salesforce), ensuring timely and accurate resolutions along with transparent communication.

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

• Cultivate and maintain an in-depth understanding of our software's features, functionalities, and best practices.

• Escalate complex or unresolved issues to senior specialists, the Team Lead, or your Supervisor when necessary.

• Contribute to the development of our internal and external 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 role, such as B2B SaaS support, technical support, application support, or a similar position (experience in hospitality is preferred).

• Proficient in managing cases within a support ticketing system (such as Zendesk, Salesforce Service Cloud, Jira, or equivalent).

• Proven ability to troubleshoot software issues beyond scripted responses, including identifying root causes and navigating through ambiguity.

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

• Technical Aptitude: Technologically adept and a quick learner who enjoys exploring how software operates.

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

• Organization: Highly organized, capable of managing multiple priorities, with exceptional attention to detail.

• Highly Desirable:

• Experience 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 industry or with hotel software (PMS, CRS, etc.).

• Previous experience working for a B2B SaaS company.

• A background in hospitality paired with practical experience in supporting technology users.

🏝️ Benefits

• Become part of a rapidly expanding company that is shaping the future of hospitality technology connectivity.

• Engage in meaningful, high-visibility marketing initiatives that have a direct impact on growth.

• Collaborate with a seasoned, strategic marketing team.

• Opportunity to take ownership of design and contribute to scaling a global brand presence.