Technical Customer Support Specialist I

Revinate•Arizona, AZ

7d•$22 - $24•Remote

About The Position

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. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row! Revinate is proud to be a Great Place To Work Certified company! Check out what our employees say makes working here so great: Great Places To Work x Revinate This is a remote position, but candidates must reside within the Greater Phoenix area. Please take note of the shift - First month of training: M-F, 8am-4:30pm PST Regular working shift: Tuesday - Saturday, 10am-6:30p PST About Us Revinate is an innovative hospitality tech company that is revolutionizing how customers manage their operations and enhance the guest experience. Our solutions leverage advanced technology, data analytics, and automation to improve efficiency and drive customer happiness in the hospitality industry. The Opportunity The 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.

Requirements

2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company
Must 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 platforms
Strong 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 plus
Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc
Experience 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 team
People would describe you as: Collaborative Customer service focused Ability to think outside the box Tech savvy Able to optimize time and prioritize tasks

Nice To Haves

Email marketing experience is a strong plus; knowledge of HTML is nice to have
SQL is a plus

Responsibilities

Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
Extensively 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.

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