Technical Support Specialist

Magic, Inc

Customer Support Specialist helping users troubleshoot technical issues for property management SaaS platform. Providing timely assistance via live chat, phone, and email support.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $3 - $5 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support, particularly through live chat, with a focus on troubleshooting SaaS platforms and ensuring customer satisfaction. Proficient in adapting communication styles to meet diverse customer needs while maintaining attention to detail and quality standards.

Highest-signal resume keywords

Technical Support ExperienceLive Chat CommunicationProblem-Solving SkillsAttention to DetailSaaS Platform Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingCalendar SyncingChannel IntegrationsAI Auto-Replies SetupDynamic Pricing ManagementDirect Booking FeaturesCRM SystemsTicketing SystemsIssue DiagnosisSystem Bug Documentation

Soft Skills

Professional CommunicationAdaptabilityProactive InitiativeCollaborationCustomer-Centric Approach

Industry Keywords

SaaS PlatformsShort-Term Rental ToolsHospitality ToolsOmni-Channel SupportInternational Client Support

About the role

Key responsibilities & impact

Respond to customer inquiries through live chat with professionalism and speed
Provide technical troubleshooting for product features, integrations, and platform functionality
Handle phone and email support requests when needed to ensure comprehensive coverage
Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity
Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
Ensure timely and accurate resolutions while maintaining attention to detail in all interactions
Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems
Document recurring issues and system bugs, escalating them to appropriate internal teams
Review and update customer information with strong attention to detail
Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers
Maintain a professional yet personable tone across all customer touchpoints
Collaborate proactively with team members to resolve complex customer concerns efficiently
Follow internal support procedures and quality guidelines to deliver consistent service
Meet or exceed quality standards set by both internal teams and client assessments
Demonstrate adaptability and willingness to learn new tools, processes, and product updates

Requirements

What you’ll need

Minimum 1 year of experience in technical support with live chat as a primary channel (omni-channel support experience required)
Native-level English proficiency (C2) with exceptional written and verbal communication skills
Proven ability to adjust tone and communication style based on customer context—from professional to personable
Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues
Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams
Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have)
Experience working with international clients or English-speaking markets (nice to have)

Benefits

Comp & perks

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