Are you an ambitious, tenacious, and passionate individual who dreams of disrupting the hospitality industry? If so, we have an exciting opportunity for you as a Customer Support Analyst. As part of our dynamic team, you'll play a crucial role in propelling our industry-leading property management solution and enabling the world's most revolutionary hospitality brands to accelerate their digital transformation.
?????? About the Role
As a Customer Support Analyst, you'll be at the forefront of providing exceptional customer service. Your unique combination of people skills and technical expertise will be invaluable as you communicate with clients, guiding them through any challenges they encounter with our hospitality cloud solution.
? Your Mission:
- Develop an in-depth understanding of our solutions, serving as an ambassador to our customers and ensuring they achieve great value from our products.
- Provide exceptional support for customers on technical issues via messaging, email, and phone.
- Consult with customers proactively on ways to improve usage and efficiency.
- Become familiar with all integrated partner solutions to ensure we match up the best-connected solutions based on customer needs.
- Build and retain rapport with appointed "company representative" at customer sites.
- Maintain thorough customer documentation.
- Continuously improve our internal knowledge base.
??? Your Ideal Profile:
- Higher education, preferably in Hotel Management, IT, or Business.
- Professional experience in customer support.
- Experience in hotel operations is a plus.
- Native or fluent in English, with the ability to speak additional languages fluently (Spanish, Dutch, Italian, German, Swedish) being a significant advantage.
- Ability to take feedback, learn quickly, and adapt to new situations.
- Outgoing, social, and ready to communicate with employees, customers, and partners across different countries and organizational levels.
- Based in either Florida, Georgia, Indiana, Maine, Maryland, Michigan, Ohio, North/South Carolina, Tennessee, Vermont, West Virginia, or Virginia.
- Willingness to work in shifts as we support our customers around the globe 24/7.
?? A Few Important Notes:
- Shift Pattern: Because our clients run 24/7 businesses, the Customer Support Team needs to be available 24/7. We've got a global team to make things more manageable, but typically the team works 5 days a week on a rotating schedule with shifts from 7 am - 3 pm or 2 pm to 10 pm. When you work a weekend, you'll get days off during the week.
- Interview Process: There are a few stages to ensure that this role and our company are the right fit for you and vice versa. Typically, this will include a Microsoft Teams interview with a Recruiter, a Microsoft Teams interview with a Team Supervisor or Manager, a written task and recorded video interview, and a final interview with a Senior Manager from the team.
- Salary: $66,000 USD per annum.
?? What's in It for You?
Join a company that has been voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years. Along with awesome colleagues and stimulating work, you'll enjoy:
- Participation in the Company shares program.
- Best-in-class Parental Leave Policy: As the primary caregiver, you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave (no matter your location, this can be used during the first year and applies if you've been employed for at least 1 year).
- Flexible Benefits via the ThanksBen platform.
- Unlimited paid holiday (yes, you read that correctly!).
- Wellness Wednesdays (where every last Wednesday of the month, the whole company enjoys a paid day off to attend to your well-being).
- Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world, so feel free to reach out and check with us!).
- Monthly work-from-home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy).
- Regular team events and socials.
?? Life at Our Company
Our culture is special and difficult to capture in words, but you'll experience the freedom to be yourself and watch your ideas come to life. You'll have an open line of communication and an open invitation to after-work drinks, be they virtual or in-person. Sometimes the work can be challenging and there can be a lot of it, but you'll always be able to rely on those around you.
Yes, we're ambitious and we move fast, but we know the value of fun and taking a breather. Every month, we have a Wellness Wednesday, a day off that you can use to boost your health, whether that's a long lie-in, a trip to the gym, or anything in between. We have Slack channels for almost every interest imaginable, and an all-company meeting every Friday gives you the chance to ask any question to our leadership team.
We're guided by our five key values, and if you see yourself in them, it's time to get in touch.
Everyone is welcome at our company. To reimagine the art of hospitality, we need teams that represent our global and diverse customers and users. Our differences make us stronger, so we welcome people of all backgrounds and identities to work with us. Embracing different perspectives, trying new things, and feeling safe to bring your authentic self to work are paramount. If this sounds like you and you're ready to join a global, innovative, and exciting community, we'd love to hear from you!
One very important note...don't hold back! Even if you think you don't meet 100% of the criteria listed in this job role, we still encourage you to apply. We believe that everyone should have equal access to opportunities and want to ensure we provide an inclusive experience, so do let us know if there is anything else we can do to support your application process. We can't wait to hear from you!
Employment Type: Full-Time
Salary: $ 60,000.00 105,000.00 Per Year
