Technical lead for implementing, training and supporting a product developed by a startup company in the hospitality field.

Job Description

Technical lead for implementing, training and supporting a product developed by a startup company in the hospitality field.

About Us

We are a growing startup company based in TLV developing an innovative and successful mobile service for managing the operations in the hospitality industry.

Role Overview

As a Technical lead, you will play a critical role in ensuring customer satisfaction and driving successful customer experiences.

Your primary responsibilities will include product implementation, providing technical assistance and training, resolving customer issues, and identifying opportunities for ensuring our customers' success.

Responsibilities

• Customize and configure the product to meet the customers' requirements and needs.
• On-site installation of the product and training of customer personnel to ensure smooth on-boarding and usage.
• Respond promptly and professionally to customer inquiries via phone, email, or chat, providing technical support and product information.
• Diagnose and resolve customer-reported technical problems related to our products or services, escalating issues to the appropriate teams when necessary.
• Maintain comprehensive and accurate records of customer interactions, inquiries, and solutions in our CRM system.
• Identify opportunities to improve customer support and success processes, proactively suggesting improvements and implementing best practices.

Requirements

• Previous experience in a technical support, customer service, or customer success role, preferably in a technology-oriented industry.
• Previous experience in the hospitality industry would be a big plus (especially experience working with PMS systems).
• Experience in training and instructing in front of an audience.
• Ability to work well both independently and collaboratively in a fast-paced and dynamic environment.
• Strong customer service orientation with outstanding communication and interpersonal skills.
• Strong organizational and time management skills with the ability to prioritize tasks and meet deadlines.
• Excellent problem-solving and analytical skills, with the ability to diagnose and troubleshoot technical issues effectively.
• Proactive and self-motivated with a strong sense of accountability and ownership for customer satisfaction.
• Proficiency in using help desk software, CRM systems, and other relevant tools to manage customer interactions.
• Solid understanding of computer systems, mobile devices, networks, software, and hardware components.

Advantages

• Diverse work environment 
• Wide range of responsibilities
• Possibility to work part time from home (hybrid work model)