Aquiva Labs

Support Engineer

• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
• Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
• Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
• Document all customer interactions and issue resolutions clearly and concisely.
• Develop and maintain a deep understanding of our software's features, functions, and best practices.
• Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
• Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.

Platform Technical Support – Hospitality SaaS