Technical Support Specialist

the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, transforming the hospitality industry with innovative solutions.

Today, has 15 offices and 700+ team members across the globe.

The For Hosts Lite Customer Experience Specialist's responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator whos able to earn our clients trust.

This role will be expanding into a Shift Manager role within a few months following the necessary certification.

The perfect Customer Experience Shift Manager has a strong technical orientation and is eager to help, has very strong communication skills, and is not afraid of being creative and thinking outside the box.

Responsibilities
Responding to customer queries in a timely and accurate way, via email mostly but can also be via virtual meetings.
Providing step-by-step technical help, both written and verbal, with great attention to detail.
Troubleshooting customer issues, solving problems, and helping with queries about their account.
Managing and supervising remote team members by assigning tasks and reviewing their compliance with the shifts needs.
Work closely with the Operations and Management Teams to provide help in managing escalations, Support Specialists' schedules within their shifts, and meet the KPIs protocols.
Work closely with the Team Leader/s to continuously improve and support the department's goals and shift operations.