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Technical Support Specialist - Hospitality Upsell.

1 week, 5 days ago
Malaysia
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
JSON MySQL PostgreSQL Postman SQL
Apply Now
Plusgrade

Plusgrade

Plusgrade specializes in providing innovative ancillary revenue solutions for the global travel industry, enabling airlines and other travel partners to enhance customer experiences while generating additional revenue through its upgrade platform and l...

Consumer Services
251-1K
$156M raised
View All Jobs 5

Description

  • Act as the first point of contact for technical support inquiries from customers and partners.
  • Troubleshoot and debug technical issues to enable accurate and timely resolution by engineering teams.
  • Support customer onboarding by resolving connectivity and technical challenges to ensure smooth go-lives.
  • Maintain and update internal and external product documentation and troubleshooting resources.
  • Collaborate with team leads and product owners to identify and prevent issues before release through UAT participation.
  • Collect and share customer feedback to help product teams address the most common issues.
  • Analyze customer technical pain points and provide input to improve the overall customer journey.
  • Track and analyze support KPIs with the Support Team Lead to identify trends and improvement opportunities.

Requirements

  • 2+ years of experience in technical support, preferably in a SaaS environment.
  • Proficiency with browser developer tools, such as Chrome Developer Tools, for debugging web applications.
  • Solid understanding of APIs, JSON, and data flow troubleshooting.
  • Familiarity with API testing tools, such as Postman, for testing and debugging.
  • Basic SQL knowledge, such as MySQL or PostgreSQL, for investigating data-related issues.
  • Experience with property management systems (PMS) or hospitality tech tools is a plus.
  • Exposure to monitoring tools for platform connectivity and third-party integrations is preferred.
  • Familiarity with AI-driven tools and technologies used in customer support is a strong asset.
  • Fluency in English is required.
  • Additional language skills are considered a strong asset.

Benefits

  • Flexible Paid Time Off.
  • Travel Experience Perk.
  • Annual Wellness Perk.
  • Commuter Perk.
  • Tenure-based Work From Anywhere Program.
  • Parental Leave Top Up.
  • Adventure Pass.
  • Learning Allowance.

Interested in this position?

Apply directly on the company website

Apply Now

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