Hostaway

Technical Support Specialist

Hostaway

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Take ownership of customer issues that may arise on the Hostaway platform via phone and email.
  • Balance the need for urgency with the quality of your responses.
  • Comply with and follow our Support Guidelines playbook.
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues.
  • While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk.
  • Provide prompt and accurate feedback to customers managing their expectations for technical issues.
  • Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors.
  • Conduct product walkthroughs and provide resolutions to customer's queries.

Requirements

  • Experience handling technical support for customers in large volumes via various channels including phone, email, and chat.
  • Experience with a ticketing system (ideally Zendesk).
  • Experience working with complex web applications.
  • Experience in the Travel and Vacation industry is a plus.
  • Experience troubleshooting complex technical SaaS product issues.
  • Fluency in English.
  • Must have the flexibility to work to APAC timezone (starting at around 6am Philippine Standard Time).
Benefits
  • Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
  • 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table.
  • Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company.
  • Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good.
  • Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.
  • Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity.

Applicant Tracking System Keywords

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

Hard skills
troubleshootingtechnical supportSaaSweb applicationscustomer issue resolutionproduct walkthroughs
Soft skills
communicationcustomer serviceproblem-solvingtime managementteam collaboration