Technical Support Specialist

This is a fully remote position, open to applicants in Georgia, +3 more countries.

📋 Description

• Investigate technical inquiries from internal users concerning hotel and room availability, aiming for optimal CSAT results.

• Address alerts related to availability drops by analyzing issues, formulating and testing hypotheses, and tracking progress towards restoring availability metrics.

• Alleviate the workload of Development and QA teams by enhancing technical and functional knowledge, thereby improving the quality and percentage of escalations.

• Contribute to the development and optimization of internal processes and enhance the product offering.

• Engage in regular meetings with the Product team.

• Oversee projects, create and maintain documentation, develop AI-driven automations, and support various process improvement initiatives.

⛳️ Requirements

• Background in technical support, integrations, or IT operations.

• Capability to work independently and proactively, plan tasks, prioritize effectively, adapt to changing scenarios, and take necessary actions.

• Proficient in independently investigating technical issues by gathering data, formulating and testing hypotheses, identifying root causes, or isolating problem sources.

• Experience with logs, monitoring tools, and metrics; familiarity with Grafana is an advantage.

• Knowledge of HTTP/API concepts, response codes, requests and responses, along with the ability to read and interpret JSON/XML.

• Basic SQL proficiency for querying and validating data independently.

• Competence in effectively escalating issues to Development by documenting symptoms, business impact, troubleshooting steps, and supporting evidence.

• Strong communication skills with the ability to facilitate discussions with developers, internal users, suppliers, and stakeholders, tailoring explanations to the audience.

• Conversational English at a B2 level or equivalent practical proficiency for work-related communication and calls.

• Capability to document solutions and contribute to ongoing process improvement.

• Preferred: experience in travel or e-commerce, external integration support, automation, and the use of AI tools.

🏝️ Benefits

• Opportunity to work remotely.

• Ambitious and supportive team that is passionate about their work, values each other, and fosters collective growth.

• Internal programs for onboarding and training, development of soft skills, and leadership capabilities.

• Partial reimbursement for participation in external training and conferences.

• Corporate English school offering group and individual lessons, as well as speaking clubs with colleagues worldwide.

• Corporate discounts on hotels and travel services.

• MyTime Day Off - an additional non-working day with full pay.