Technical Support Specialist

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Hostaway

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏠 Real Estate

SaaS • Travel • Real Estate

Hostaway is a comprehensive vacation rental management software that assists property managers in streamlining and automating every aspect of their business. Founded in 2015, the company offers a range of features to enhance property management efficiency, including channel management, automated messaging, dynamic pricing, and financial tracking. Hostaway integrates with major online travel agencies like Airbnb, Vrbo, and Booking. com, and provides a centralized dashboard for managing bookings, guest communications, and operations. Known for its robust API, Hostaway enables custom integrations and is trusted by thousands of property managers globally. It boasts award-winning 24/7 customer support and a suite of tools designed to scale with businesses from a few to thousands of listings. Hostaway is ideal for vacation rental managers looking to expand their reach, increase bookings, and optimize their property management processes.

📋 Description

• Provide customer support via phone, chat, and email, ensuring timely, clear, and helpful responses to customer inquiries. • Diagnose and troubleshoot technical issues customers experience with our SaaS platform, including software functionality, configuration, and integrations. • Collaborate closely with internal teams, including Product Development and QA, to escalate and resolve complex technical issues. • Document and track customer inquiries, issues, and resolutions in our support system. • Proactively identify opportunities for process improvements and contribute to knowledge base articles and support documentation. • Assist with product demonstrations and customer training sessions when needed. • Stay up to date with the latest product features, enhancements, and industry trends to effectively support customers and provide valuable feedback to internal teams.

🎯 Requirements

• 2+ years of experience in a technical support, customer support, or call centre role, within a SaaS or technology environment. • Strong problem-solving skills and the ability to troubleshoot technical issues clearly and effectively. • C2-level Spanish and English proficiency, including excellent written and spoken communication skills. • You’ll support customers in both languages via phone, chat, and email. • French proficiency is a plus, as you may support French-speaking customers when needed. • Willingness to work shifts. The main shift for this role is 9 AM to 6 PM CEST. • Eagerness to learn, a customer-first mindset, and a commitment to delivering high-quality support.

🏖️ Benefits

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant. • 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. • Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. • Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions. • Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities. • Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms. • Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant. • Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here).