Technical Customer Support Specialist II

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Revinate

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

📣 Marketing

✈️ Travel

🏨 Hospitality

💰 $39.2M Series E on 2021-08

Marketing • Travel • Hospitality

Revinate is a company specializing in the hospitality industry, providing products and solutions aimed at enhancing guest experiences and increasing direct revenue for hotels. The company's offerings include Revinate Guests, a dashboard for managing guest profiles, and Revinate Marketing, an email marketing solution designed to deliver higher revenue through smart, segmented campaigns. Additional services include a text messaging solution, a highly accurate reservation contact center, and reputation management tools for increasing review volumes. Revinate serves over 12,000 hotels globally, helping them generate substantial direct revenue and gain a competitive edge in the hospitality sector.

📋 Description

• Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders • Extensively research and document technical customer issues and clearly communicate to the larger organization. • Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate. • Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.

🎯 Requirements

• 2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company • Must have strong communication skills (verbal & written) • Strong technical knowledge (i.e. inconsistent email rendering, checking PMS logs, querying data logs for research purposes) • Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platforms • Email marketing experience is a strong plus; knowledge of HTML is nice to have • Strong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plus • Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc • Experience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc • Ability to learn and articulate software-related and technical concepts in a way that is understandable to the 'average Joe' • Must have a passion for being part of a hard-working, winning team.

🏖️ Benefits

• Flexible work arrangements • First month of training: Monday - Friday, 6pm - 2am EEST • Regular working shift: Friday - Saturday, 4:30am - 3pm EEST • Sunday - 3:30am - 3:30pm EEST • Monday - 3:30am - 12pm EEST