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This is a remote position, but candidates must reside within the Greecian region.
Please take note of the shift for this position.
First month of training:
- Monday - Friday, 6pm - 2am EEST
Regular working shift:
- Friday - Saturday, 4:30am - 3pm EEST
- Sunday - 3:30am - 3:30pm EEST
- Monday - 3:30am - 12pm EEST
Company Overview
Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.
Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered, customer data platform collects, unifies and, synthesizes data giving hoteliers a foundational advantage.
Hoteliers gain critical intelligence – guest lifetime spend, stay preferences, ancillary revenue, and more. With Revinate’s Rich Guest Profile® data points, hoteliers don’t need to guess who their most profitable guests are, or how to drive conversions across email, voice, messaging, and digital channels.
Revinate's direct booking platform and omnichannel communication technology powers 1.1 billion Rich Guest Profiles across 12,500+ hotels to drive over $24 billion in direct revenue.
Be a superhero. Join the mission. Transform the industry.
Get Revinate. Get superpowers.
Role Overview
The Technical Customer Support Specialist will be a crucial point of contact for our clients in resolving technical support-related inquiries across Revinate’s entire product suite with our external customers. This role has a high level of interaction with customers. It will troubleshoot in-depth technical problems, serving as a key reporter of bugs and feedback to the Product and Development teams.
The Technical Customer Support Specialist should always strive to think outside the box on ways to disseminate information to our global team, troubleshoot complex issues, and improve the overall customer experience. The ideal candidate will find solutions to improve internal processes and reduce ticket volume with a growing customer base.
Given the dynamic nature of the hospitality world and the new technology, you will embrace change, be a self-starter, a highly effective multi-tasker and go above and beyond the call of duty to drive results for our customers. The Technical Customer Support Specialist sits within the Customer Operations Organization and reports to the Manager - Customer Support.
What You'll Do
Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
Extensively research and document technical customer issues and clearly communicate to the larger organization.
Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate.
Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.
What You'll Bring
2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company
Must have strong communication skills (verbal & written)
Strong technical knowledge (i.e. inconsistent email rendering, checking PMS logs, querying data logs for research purposes)
Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platforms
Email marketing experience is a strong plus; knowledge of HTML is nice to have
Strong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plus
Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc
Experience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc
Ability to learn and articulate software-related and technical concepts in a way that is understandable to the "average Joe"
Must have a passion for being part of a hard-working, winning team
People would describe you as:
Collaborative
Customer service focused
Ability to think outside the box
Tech savvy
Able to optimize time and prioritize tasks
