This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Tech Support - (Mat cover) based in India.
This role provides frontline technical support to customers using a global SaaS platform designed for the hospitality industry.
You will act as a key point of contact, helping users resolve technical challenges while ensuring a smooth and positive customer experience.
The position combines troubleshooting, customer service, product knowledge, and process improvement in a fast-paced technology environment.
You will collaborate with internal teams and external stakeholders to deliver timely solutions and improve product performance.
The ideal candidate is curious, analytical, and passionate about helping customers succeed through effective technical guidance.
This is an opportunity to develop valuable technical and communication skills while contributing directly to customer satisfaction and loyalty.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Tech Support - (Mat cover) based in India.
This role provides frontline technical support to customers using a global SaaS platform designed for the hospitality industry.
You will act as a key point of contact, helping users resolve technical challenges while ensuring a smooth and positive customer experience.
The position combines troubleshooting, customer service, product knowledge, and process improvement in a fast-paced technology environment.
You will collaborate with internal teams and external stakeholders to deliver timely solutions and improve product performance.
The ideal candidate is curious, analytical, and passionate about helping customers succeed through effective technical guidance.
This is an opportunity to develop valuable technical and communication skills while contributing directly to customer satisfaction and loyalty.
Accountabilities:
- Provide technical and analytical support to customers through phone, email, chat, and other communication channels.
- Build strong customer relationships by delivering exceptional service and maintaining a positive customer experience.
- Investigate, troubleshoot, and resolve customer issues by identifying root causes and recommending appropriate solutions.
- Manage support cases efficiently while meeting service level agreements (SLAs) and key performance indicators (KPIs).
- Accurately document customer interactions, issues, and resolutions within CRM systems.
- Escalate complex technical issues to the appropriate internal teams while ensuring timely follow-up.
- Support product improvements by sharing customer feedback, identifying recurring issues, and suggesting process enhancements.
- Participate in product training, workshops, and learning sessions to maintain strong technical knowledge.
- Test new product features and document findings to support quality improvements.
- Identify opportunities to improve support processes and contribute to operational efficiency.
- Strong customer service skills with the ability to analyze problems, identify root causes, and deliver effective solutions.
- Technical support experience, ideally within a SaaS, hospitality, or technology-focused environment.
- Excellent verbal and written communication skills in English and Spanish.
- Strong troubleshooting abilities, including experience diagnosing browser, connectivity, and system-related issues.
- Ability to explain technical concepts clearly to non-technical customers.
- Experience working in KPI- and SLA-driven support environments.
- Strong organizational skills with attention to detail and effective time management.
- Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
- Experience working remotely while maintaining productivity, collaboration, and engagement.
- Strong stakeholder management skills and ownership mindset when working with internal teams and external partners.
- Ability to adapt quickly across multiple platforms, systems, and workflows.
- Curious and proactive approach with a willingness to learn and improve processes.
- Ability to work flexible schedules, including weekends and holidays when required.
- Willingness to travel to the office when needed, with a hybrid working arrangement requiring office presence several times per week.
- Maternity cover opportunity within a global technology-focused environment.
- Mental health and well-being initiatives to support employee wellness.
- Paid birthday, study, and volunteering leave.
- Sponsored social clubs, team activities, and company celebrations.
- Access to Employee Resource Groups (ERGs) to connect with colleagues and communities.
- Opportunities for professional development through training and career growth programs.
- Inclusive and diverse workplace culture that values different perspectives and experiences.
The Customer Tech Support professional will provide high-quality technical assistance to customers globally, ensuring issues are diagnosed, resolved, and escalated effectively. This role requires strong problem-solving abilities, excellent communication skills, and a commitment to continuous improvement within a customer-focused support environment.
Requirements:
The ideal candidate has a strong customer service mindset combined with technical troubleshooting skills and the ability to communicate effectively with users of varying technical backgrounds. You should be comfortable working in a high-volume support environment and managing multiple priorities.