Technical Support Specialist

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

📋 Description

• Engage with customer inquiries via live chat, ensuring professionalism and promptness.

• Offer technical troubleshooting for product features, integrations, and platform operations.

• Address phone and email support requests as necessary to guarantee comprehensive assistance.

• Identify and resolve issues related to calendar synchronization, channel integrations (Airbnb, VRBO, Booking.com), and connectivity with smart devices.

• Assist customers through the setup of AI auto-replies, dynamic pricing, and direct booking functionalities.

• Keep thorough records of customer interactions, issues, and solutions within CRM/ticketing systems.

• Record recurring problems and system bugs, escalating them to the relevant internal teams.

• Modify communication style based on customer requirements—from a patient and informative approach for new hosts to a more efficient and technical tone for seasoned property managers.

• Uphold a professional yet friendly demeanor across all customer interactions.

• Adhere to internal support protocols and quality standards to provide consistent service.

• Achieve or surpass quality benchmarks established by internal teams and client evaluations.

⛳️ Requirements

• At least 2 years of experience in technical support, primarily utilizing live chat (experience in omni-channel support is necessary).

• Native-level English proficiency (C2) with outstanding written and verbal communication abilities.

• Demonstrated capability to adapt tone and communication style based on customer context—from professional to friendly.

• Excellent problem-solving skills and meticulous attention to detail in analyzing customer data and resolving technical issues.

• A proactive, self-driven communicator who takes initiative and shows a strong cultural fit within collaborative teams.

• Prior experience in supporting SaaS platforms or tools related to short-term rentals/hospitality (preferred).

• Experience working with international clients or in English-speaking markets (preferred).

🏝️ Benefits

• Paid time-off.

• 13th month pay.

• HMO benefits.

• Payment is processed via Deel.