Technical Support Specialist - 100% Remote - Philippines
NOTE: This is a FULLY remote role, but the candidate must be within the Philippines to collaborate with their team, peers, and internal customers. Please only apply if you are physically based in the Philippines.
Trusted by 20,000+ property managers worldwide, Hostaway is an industry leading, AI-powered vacation rental management platform designed for professional short-term rental operators. Hostaway brings everything together for greater efficiency and faster growth.
Profitable, high-growth, and the first short-term rental PMS unicorn 🦄. Join us at our most exciting stage yet! Learn more about our recent valuation and story here.
Hostaway is looking for a tech-savvy Technical Support Specialist to join our team. You'll master our B2B SaaS product portfolio and provide expert support to help customers maximize their short-term rental bookings. Our customers love the support and service we provide and your role will be to maintain those standards. The shift pattern will be covering our American customer base, Eastern US Timezone.
About the role
Take ownership of customer issues that may arise on the Hostaway platform via phone and email.
Balance the need for urgency with the quality of your responses.
Comply with and follow our Support Guidelines playbook.
Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues.
While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk.
Provide prompt and accurate feedback to customers managing their expectations for technical issues.
Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors.
Conduct product walkthroughs and provide resolutions to customer's queries.
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