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Technical Customer Support Specialist II

3 weeks ago
Greece
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
HTML JIRA Mailchimp Salesforce SQL
Apply Now
Revinate

Revinate

Revinate provides a direct booking platform for the hospitality industry, enabling hotels to enhance guest relationships and drive significant direct revenue through personalized experiences and comprehensive guest data management.

IT Services
51-250
Founded 2009
$44M raised
View All Jobs 3

Description

  • Own technical customer issues from initial report through resolution and provide regular status updates to customers and internal stakeholders.
  • Research, document, and clearly communicate technical customer issues to the broader organization.
  • Collaborate with global Customer Success team members to manage inquiries and escalate issues when needed.
  • Serve as a liaison between Engineering, Product, and Customer Success teams on glitches, workarounds, diagnoses, and resolved issues.
  • Troubleshoot in-depth technical problems across Revinate’s product suite.
  • Report bugs and customer feedback to Product and Development teams.
  • Identify ways to improve internal processes and reduce ticket volume.
  • Help disseminate technical information to a global team.
  • Support customer success by improving the overall customer experience.

Requirements

  • 2-3 years of experience delivering technical (tier 2 or higher) customer support at a SaaS company.
  • Strong verbal and written communication skills.
  • Strong technical knowledge, including email rendering issues, PMS logs, and data log querying.
  • Experience using a ticketing or bug tracking system such as JIRA, Zendesk, or Salesforce.
  • Strong documentation skills within support platforms.
  • Email marketing experience is a strong plus.
  • Knowledge of HTML is nice to have.
  • Strong troubleshooting skills for web-related issues across browsers and operating systems.
  • Advanced Excel skills; SQL is a plus.
  • Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, or Cendyn.
  • Experience with property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, or PowerPro.
  • Ability to learn and explain software and technical concepts clearly to non-technical users.
  • Must reside within the Greecian region and be located in the city listed in the job application.
  • Availability to work the stated training and regular shifts.
  • Collaborative, customer service-focused, tech-savvy, and able to prioritize tasks and think outside the box.

Benefits

  • Remote work arrangement.
  • Localized hiring with opportunities to connect with a local team and community.
  • Great Place To Work Certified company culture.
  • Interview recordings can be opted out of for comfort and privacy.
  • Equal employment opportunity and non-discrimination commitment.
  • Accommodation and special assistance available during the application process.

Interested in this position?

Apply directly on the company website

Apply Now

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