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Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue.Company OverviewRevinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.Our products and our people combine to give hoteliers the superpowers they need to crush their goals.Revinate's direct booking platform and omnichannel communication technology powers 1.1 billion Rich Guest Profiles across 12,500+ hotels to drive over $24 billion in direct revenue.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.What You'll Do Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholdersExtensively research and document technical customer issues and clearly communicate to the larger organization.Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate.Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.What You'll Bring 2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS companyMust have strong communication skills (verbal & written)Strong technical knowledge (i.e. inconsistent email rendering, checking PMS logs, querying data logs for research purposes)Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platformsEmail marketing experience is a strong plus; knowledge of HTML is nice to haveStrong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plusExperience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etcExperience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc Ability to learn and articulate software-related and technical concepts in a way that is understandable to the "average Joe"Must have a passion for being part of a hard-working, winning teamPeople would describe you as: CollaborativeCustomer service focusedAbility to think outside the boxTech savvyAble to optimize time and prioritize tasksInterview Process - Recruiter Screen - 20 minutes via Phone- Hiring Manager Interview - 30 minutes via Google Meet- Final 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. Your security is our priority. If you encounter any suspicious activity, please report it immediately. Stay safe and secure! You can confirm or inquire with any questions by reaching out to recruiting@revinate.comAI and Hiring Please 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. Excited?! Want to learn more? Apply Now!Our Core Values:One Revinate - United & Strong, on a single mission togetherBuilt on Trust - It’s the foundation of everything we doExpect Amazing - We think, dream & deliver bigCustomer Love -- When the customer wins, we winMake it Simpler -- Apply it to everything we doHungerness -- Feel it, follow it, be relentless about our successGrounded in Gratitude - We’re glad to be here & make the most of every dayThis is a remote position, but candidates must reside within the Greecian region. Please take note of the shift for this position.First 6 weeks of training schedule (IST)Monday - Friday: 8:30 PM – 4:30 AM IST (Monday night through Saturday morning)Regular Working Shift (IST) Friday – Saturday: 7:00 AM – 5:30 PM ISTSunday: 6:00 AM – 6:00 PM ISTMonday: 6:00 AM – 2:30 PM IST
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