Technical Support Specialist

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

Magic is a frictionless way to plug in thoroughly vetted, cost-effective remote workers, to help scale your key business functions. Through a combination of automation and active work, we tap into our network of vetted remote workers who handle tasks from virtual assistance and customer service to sales lead generation and scheduling across various team members—like magic.

📋 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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