Technical Support Specialist
New
Philippines, Eastern US TimezoneFull-Time
Salary not disclosed
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Job Details
- Languages
- Fluency in English.
- Required Skills
- SaaSZendesk
Requirements
- Experience handling technical support for customers in large volumes via various channels including phone, email, and chat.
- Experience with a ticketing system (ideally Zendesk).
- Experience working with complex web applications.
- Experience in the Travel and Vacation industry is a plus.
- Experience troubleshooting complex technical SaaS product issues.
- Fluency in English.
- Must have the flexibility to work the Eastern US Timezone.
Responsibilities
- Take ownership of customer issues that may arise on the Hostaway platform via phone and email.
- Balance the need for urgency with the quality of your responses.
- Comply with and follow our Support Guidelines playbook.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues.
- While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk.
- Provide prompt and accurate feedback to customers managing their expectations for technical issues.
- Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors.
- Conduct product walkthroughs and provide resolutions to customer's queries.
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