happyhotel

Customer Support

• You handle customer inquiries (email, phone), prioritize them, and resolve them reliably — from how-to questions to configuration adjustments.
• You ensure high service quality through friendly, professional, and empathetic communication.
• You check settings, data, and common error patterns and resolve many cases independently; you analyze more complex tickets and prepare them for escalation.
• You escalate technically complex issues in a structured way to Tech Support or the development team (including a clear description, reproduction steps, and impact).
• You follow up on open cases and proactively update customers until the issue is resolved.
• You document all relevant information, status updates, and solutions in the CRM system.
• You work closely with Onboarding and Account Management to resolve customer issues holistically.
• You create and maintain knowledge base articles and internal guides for recurring topics.

Customer Support Specialist