Aquiva Labs

Platform Technical Support – Hospitality SaaS

Aquiva Labs

full-time

Posted on:

Location Type: Remote

Location: Anywhere in the World

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

Tech Stack

AWSCloud

About the role

  • 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.

Requirements

  • At least one year of experience in a technical, customer-facing role, such as B2B SaaS support, technical support, application support, or similar (hospitality experience preferred).
  • Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent).
  • Demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and working through ambiguity.
  • Customer-First Mindset: You have a genuine passion for helping people and a high degree of empathy. You remain calm and professional, even under pressure.
  • Technical Aptitude: You are tech-savvy and a quick learner. You enjoy figuring out how software works.
  • Communication Skills: Exceptional verbal and written communication in English. You can explain complex technical concepts in a simple, clear way.
  • Organization: You are highly organized, able to manage multiple priorities, and have excellent attention to detail.
  • **Highly Desirable:**
  • Experience with hospitality technology, including property management systems and interfaces.
  • Strong familiarity with AWS CloudWatch
  • Familiarity with RESTful APIs, JSON documents, and tools like Postman.
  • Direct experience in the hospitality industry or with hotel software (PMS, CRS, etc.).
  • Prior experience working for a B2B SaaS company.
  • Background in hospitality combined with hands-on experience supporting technology users.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingsoftware supportcase managementtechnical supportB2B SaaSAWS CloudWatchRESTful APIsJSONPostman
Soft skills
customer-first mindsetempathycommunication skillsorganizationattention to detail