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Responsibilities
Role OverviewThe Technical Customer Support Specialist will be a crucial point of contact for our clients in resolving technical support-related inquiries across Revinate’s entire product suite with our external customers. This role has a high level of interaction with customers. It will troubleshoot in-depth technical problems, serving as a key reporter of bugs and feedback to the Product and Development teams.The Technical Customer Support Specialist should always strive to think outside the box on ways to disseminate information to our global team, troubleshoot complex issues, and improve the overall customer experience. The ideal candidate will find solutions to improve internal processes and reduce ticket volume with a growing customer base.Given the dynamic nature of the hospitality world and the new technology, you will embrace change, be a self-starter, a highly effective multi-tasker and go above and beyond the call of duty to drive results for our customers. The Technical Customer Support Specialist sits within the Customer Operations Organization and reports to the Manager - Customer Support.Top Three Outcomes for Year OneDevelop a strong foundational knowledge of all Revinate products and what it takes to implement them from end-to-end.Independently manage 25-35+ new mid-Level Strategic product implementation projects simultaneously. Successfully handle multiple aspects within larger contracts, running between 60-70+ Product Launch Objects.Work closely with internal team members to ensure the efficient and accurate configuration of new accounts within the target 4-8 week implementation period.What You'll DoLead the customer implementation process as the primary point of contact, ensuring adherence to the project timeline and a smooth onboarding experience by proactively managing communication of expectations, procedures, and requirements to all internal and external stakeholders.Drive project execution by collaborating with the project team, ensuring the timely completion of key deliverables and milestones, leveraging internal resources efficiently, and escalating risks as necessary.Organize and lead effective internal and external project meetings, including scheduling and preparing necessary supplementary materials.Manage all project documentation, including maintenance, updates, and distribution. Continuously create and refine internal Standard Operating Procedures (SOPs) to enhance service quality and adapt to evolving product and process changes.Serve as a subject matter expert for Revinate's product suite, advising customers on maximizing the value of their services.Commit to continuous learning across all facets of Revinate’s products and services, building deep technical expertise related to integrations, software, systems, and product infrastructure.Validate and ensure the correct implementation, integration, and intended functionality of all project technical components.Execute and manage the technical setup and configuration of systems and solutions.Resolve technical product issues encountered during implementation, often requiring hands-on back-end configuration and troubleshooting.Actively pursue professional development, cross-training, and continuous learning to expand product and industry knowledge.Act as a critical liaison between the customer and the internal product team, advocating for customer-requested enhancements to drive product improvement.Perform thorough testing of product functionality and monitor relevant performance metrics, such as email deliverability, prior to project closure.Coordinate with third-party Property Management System (PMS) vendors to acquire necessary technical details for integration.What You'll BringAssociate’s Degree in a related field or a minimum of 2 years of professional experience in a Project Management role. Preference given to candidates with experience in customer-facing SaaS technology, Hotel Operations, or Hospitality Marketing.Demonstrated ability to successfully manage a high volume of simultaneous, ongoing projects and competing priorities (e.g., 50-60+ implementations).Exceptional organizational skills and proven ability to prioritize tasks effectively under tight deadlines.Strong technical aptitude, including the ability to rapidly acquire in-depth product knowledge necessary for diagnosing and resolving technical issues.Experience collaborating with back-end engineering or integration teams to ensure seamless product and system functionality.Proficiency with MS Office Suite; familiarity with Google Workspace (G-Suite), Zendesk / Jira, and Salesforce is a plus.Working knowledge of various project management software and tools (e.g., Asana, Rocketlane).Preferred QualificationsPractical experience with technical SaaS software configuration and managing integrations.Familiarity with hospitality systems, specifically Property Management Systems (PMS) such as Opera, roomMaster, or Maestro.People Describe You AsA master communicator. You are highly effective at building rapport with customers and internal teams alike. You are a skilled, active listener and an efficient email correspondent, and you understand the value of proactive communication.Flexible and fluid. You excel at managing multiple projects with unique needs, recognizing and applying patterns to drive efficiency. You thrive on finding innovative solutions to challenges as they arise.Highly organized. You possess a methodical approach to work, preferring structure and attention to detail; you love making lists and ensuring all tasks are completed.A motivated self-starter. You eagerly take ownership of projects and run with them. You enjoy working in both customer-facing and team environments, continuously managing and improving projects to achieve maximum success.Interview ProcessOur goal is to ensure this is the right opportunity for you, while also determining if you're the right fit for our team. The interview process for this role is designed to be a two-way street, where you'll get to know us just as we get to know you.Recruiter Screen - 20 minutes via PhoneHiring Manager Interview - 30 minutes via Google MeetFinal Technical Panel Interview with the Team - 45 minutes via Google MeetRevinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture. Candidates must be located in the city listed in the job application. Thank you!Important Security AlertWe have been made aware of fraudulent activities involving individuals impersonating our HR team and offering fake job opportunities. Please be vigilant and ensure your safety by verifying all job offers.For Authentic Opportunities: Only refer to our official careers page on our company website. If you encounter any suspicious activity, please report it immediately.AI and HiringPlease note that interviews at Revinate will be recorded using brighthire.ai. If you’re uncomfortable with recording your interview, please let us now. We’ll opt you out.
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