Software Support Specialist – Tier 1

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TravelNet Solutions

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏨 Hospitality

☁️ SaaS

✈️ Travel

Hospitality • SaaS • Travel

TravelNet Solutions is a hospitality software provider offering enterprise-class property management and distribution solutions for professional vacation rental and multi-unit operators. Its platform centralizes property management (PMS), trust accounting, owner portals, housekeeping/property care workflows, channel distribution and direct booking, payment processing, CRM, analytics/insights, and AI-driven automation to optimize revenue and operations. The company emphasizes enterprise scalability, deep integrations and API connectivity to connect with third-party tools and support large, multi-region portfolios.

📋 Description

• Act as the first point of contact for customer, vendor, and partner support inquiries across phone, email, and chat • Own support tickets from intake through resolution, keeping documentation clean and follow-through consistent • Troubleshoot common product and account issues using internal tools, documentation, and structured problem-solving • Guide customers through product navigation, setup, and configuration to support successful adoption • Escalate complex or technical issues to Tier 2 with clear context, notes, and reproduction steps • Proactively follow up on open issues so customers stay informed and moving toward resolution • Partner with Tier 2, Product, and Customer Success to keep the customer experience seamless

🎯 Requirements

• 1+ year of experience in a high-volume, customer-facing environment (SaaS support, hospitality, retail, service industry, or similar), or equivalent experience showing strong customer interaction skills • Strong communication skills, able to explain things clearly and confidently to non-technical customers • Ability to stay organized and manage multiple conversations or tickets at once • Natural problem-solving ability and willingness to ask the right questions • Comfortable working in fast-paced environments where priorities shift quickly • Positive, empathetic, customer-first mindset • Prior SaaS or technical support experience is nice to have • Familiarity with ticketing or support tools used in a high-volume environment is nice to have

🏖️ Benefits

• Full medical, dental, and vision coverage • Flexible paid time off • Health Savings Account with up to a $2,000 annual match, plus Flexible Spending Accounts • Up to $900 a year in Wellness Rewards • Retirement plan with employer match • Unlimited access to professional training and development • Company-paid life insurance and long-term disability coverage • Flexible work environment, plus a $150 quarterly gift for personal use • Eligibility for a 10% annual incentive tied to company performance