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Technical Customer Support Specialist

Posted 2024-11-13

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📍 Location: Latin America or the Caribbean

🔍 Industry: Vacation rental industry

🪄 Skills: Data AnalysisData analysisCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceAttention to detailOrganizational skillsPresentation skillsTime ManagementWritten communicationMultitaskingDocumentation

Requirements:
  • Tech-savvy professional.
  • Ability to become an expert in Lodgify software.
Responsibilities:
  • Become an expert in the Lodgify software.
  • Provide technical support to customers.
  • Troubleshoot complex issues to ensure customer satisfaction.
  • Assist customers in connecting Lodgify with main reservation platforms.
  • Investigate connection issues and find the root cause when necessary.
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  • Bachelor's degree in a relevant field or equivalent work experience.
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  • 2+ years experience scripting and analyzing SQL, Bash, Ruby, or Python.
  • Strong troubleshooting and problem-solving skills related to Claris Companion.
  • Excellent written and verbal communication skills.
  • Proficiency in using support ticketing systems and customer relationship management (CRM) software.
  • Ability to work independently and in a team-oriented environment.
  • Empathetic and patient attitude towards customers.
  • Familiarity with Splunk and log analysis is a plus.
  • Familiarity with healthcare IT security and privacy is a benefit.
  • Familiarity with Android OS, Samsung Knox, and Zendesk is a plus.

  • Provide timely and efficient technical support to customers via various communication channels.
  • Diagnose and troubleshoot technical issues specific to Claris Companion, including software and hardware.
  • Develop an in-depth understanding of Claris Companion and related third-party software tools.
  • Document customer interactions accurately in support tracking systems.
  • Assist customers in using Claris Companion by providing clear instructions.
  • Collaborate with internal teams to escalate and resolve complex issues.
  • Stay updated on product updates and industry trends.
  • Collect and report customer feedback for product improvement.
  • Ensure high customer satisfaction by meeting service level agreements.
  • Adhere to company policies while maintaining professionalism.
  • Participate in quality assurance activities to improve customer support.

Customer serviceDocumentation

Posted 2024-10-28
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