Technical Support Specialist

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🕒 July 21

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

⚡ Productivity

B2B • Productivity

Magic, Inc. is a company that provides a frictionless way to connect businesses with thoroughly vetted and cost-effective remote workers for various key functions. Their services include virtual assistance, customer service, sales lead generation, and scheduling, leveraging a combination of automation and the expertise of remote workers to streamline business operations.

📋 Description

• Respond to customer inquiries through live chat with professionalism and speed • Provide technical troubleshooting for product features, integrations, and platform functionality • Handle phone and email support requests when needed to ensure comprehensive coverage • Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity • Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features • Ensure timely and accurate resolutions while maintaining attention to detail in all interactions • Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems • Document recurring issues and system bugs, escalating them to appropriate internal teams • Review and update customer information with strong attention to detail • Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers • Maintain a professional yet personable tone across all customer touchpoints • Collaborate proactively with team members to resolve complex customer concerns efficiently • Follow internal support procedures and quality guidelines to deliver consistent service • Meet or exceed quality standards set by both internal teams and client assessments • Demonstrate adaptability and willingness to learn new tools, processes, and product updates

🎯 Requirements

• Minimum 1 year of experience in technical support with live chat as a primary channel (omni-channel support experience required) • Native-level English proficiency (C2) with exceptional written and verbal communication skills • Proven ability to adjust tone and communication style based on customer context—from professional to personable • Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues • Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams • Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have) • Experience working with international clients or English-speaking markets (nice to have)

🏖️ Benefits

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