Technical Support Specialist

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

📋 Description

• Address customer inquiries via live chat with professionalism and efficiency.

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

• Manage phone and email support requests as necessary to ensure comprehensive service coverage.

• Identify and resolve issues concerning calendar synchronization, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity.

• Assist customers with the setup processes for AI auto-replies, dynamic pricing, and direct booking functionalities.

• Guarantee timely and accurate resolutions while paying close attention to detail in all interactions.

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

• Log recurring issues and system bugs, escalating them to the relevant internal teams.

• Review and update customer information meticulously.

• Adapt communication style according to customer needs—from patient and educational for new hosts to efficient and technical for seasoned property managers.

• Uphold a professional yet approachable tone across all customer interactions.

• Collaborate proactively with team members to effectively address complex customer concerns.

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

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

• Show adaptability and a willingness to learn new tools, processes, and product updates.

⛳️ Requirements

• At least 1 year of experience in technical support with live chat as the primary communication channel (experience in omni-channel support is required).

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

• Demonstrated capacity to modify tone and communication style based on customer context—from professional to relatable.

• Strong problem-solving capabilities and meticulous attention to detail when analyzing customer data and troubleshooting technical challenges.

• A proactive, self-driven communicator who takes initiative and exemplifies strong cultural alignment with collaborative teams.

• Previous experience in supporting SaaS platforms or short-term rental/hospitality tools (preferred).

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

🏝️ Benefits

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