Customer Support Analyst

New

JobgetherHospitality technology

Based in IndiaFull-TimeMiddle

Salary not disclosed

Apply NowOpens the employer's application page

Job Details

Languages: Excellent written and verbal English communication skills; additional language skills, particularly French, Dutch, German, Spanish, Gujarati, or Swedish, are advantageous.
Experience: 1–3 years of experience in a customer-facing technical support role
Required Skills: SalesforceJiraConfluenceTroubleshootingTechnical support

Have 1–3 years of experience in a customer-facing technical support role.
Have experience in a high-volume, queue-based support environment with live chat and measurable service metrics.
Demonstrate strong troubleshooting and root-cause analysis skills across workflows, product behavior, configurations, and integrations.
Have excellent written and verbal English communication skills and explain technical concepts clearly to non-technical customers.
Have hands-on experience using AI tools to improve productivity, investigation, communication, or support workflows.
Verify AI-generated information before sharing it.
Remain composed, professional, friendly, and empathetic when supporting customers under pressure.
Demonstrate attention to detail, accuracy, and ownership.
Work independently and collaborate with distributed, cross-functional teams.
Familiarity with hotel operations, hospitality technology, property management systems, point-of-sale platforms, or payment technology is advantageous.
Working knowledge of Salesforce, Aircall, Confluence, or Jira is a plus.
Additional language skills, particularly French, Dutch, German, Spanish, Gujarati, or Swedish, are advantageous.

Own approximately 30 customer cases per day across chat, email, and phone, resolving routine and moderately complex issues within agreed service levels.
Investigate account history, configurations, workflows, integrations, and operating environments to identify root causes and provide solutions.
Support hotel teams through high-impact situations such as guest check-in issues and payment failures.
Manage multiple conversations while maintaining accuracy, responsiveness, and customer service quality.
Use AI tools for case investigation, drafting, triage, and workflow efficiency, validating outputs against customer circumstances.
Identify recurring problems and escalate significant or complex issues with clear context and supporting evidence.
Create Jira tickets for Product and Engineering with reproducible steps, customer impact, and relevant technical details.
Improve knowledge-base content, FAQs, and internal support resources based on recurring issues.
Share effective AI-assisted workflows and support practices with colleagues.

View Full Description & ApplyYou'll be redirected to the employer's site