Job Description

Looking to join a fast-growing and award-winning leader in Travel Tech?

Our client, an international cloud-based booking and property management platform, is looking for a Customer Success Specialist who'll assist hospitality customers navigate the software suite in the North American market.

The position is hybrid (in-office 3 days per week) and is based in Austin, TX.

Main Responsibilities

The Customer Success Specialist position is an important role focused on customer success. The team is made up of both experienced new talent where everyone has exposure to work across the full range of customer contact methods including phone, chat and portal.

This is a fast paced environment and the ability to multi task and to work well under pressure is essential.

• Provide multi-channel support and advice to resolve customer queries by phone, chat and web portal methods equally comfortably. Resolve 85% of customer issues at 1st point of contact
• Assist customers to maximize their success through understanding how best to use the technology, and resolve any technical problems they may be experiencing with the software
• In addition to technical and usage issues, handle general business inquiries, usually related to guest reservations, and interact with major travel agencies such as Booking.com, Expedia, Airbnb, Agoda etc
• Set up screen share sessions in order to troubleshoot more complex issues including those related to the software suite and Online Travel Agency connections for example
• Escalate genuine technical issues to 2nd line support or the R&D Team using the CRM system
• Meet and exceed customer service KPIs consistently
• Identify issue trends and report these to the management team
• Assist in producing help articles and tools in the internal company University and for internal use

Candidate Profile

• Must be currently based in Austin Texas and eligible to work in the US
• Excellent spoken and written English is mandatory
• 3-5 years experience in a Customer Support/SaaS Software Support role solving issues on the phone, email and Live Chat
• Tech minded - you'll spend your time solving technical issues
• Excellent customer service skills and a passion for ‘right 1st time’ approach to service
• Excellent problem solving & analytical skills - Proven experience in troubleshooting technical issues
• Polite, professional, calm under pressure, and self-motivated to achieve KPI and objectives
• Ability to convey complex technical information in a simplified and easy to
  understand manner to a general audience
• Aptitude for learning new technologies quickly
• Use critical thinking to identify root cause of technical issues
• Ability to cope with changing priorities, based on business demand
• Must be able to work a variety of shifts across 7 days

What the company offers

• Full-time, direct hire employment
• Health Care, 401k Plan, PTO (3 weeks) plus major holidays
• Challenging and diverse tasks with the opportunity to impact the strategy of the company as it grows in the US
• A team focused on a passion to win with a complete focus on customer satisfaction
• Combine hard work and fun within a great company culture together with smart, driven and social people
• Location: Austin, TX (hybrid schedule: remote 3 days per week on average)

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