Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
Extensively research and document technical customer issues and clearly communicate to the larger organization.
Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate.
Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.

Requirements

2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company
Must have strong communication skills (verbal & written)
Strong technical knowledge (i.e. inconsistent email rendering, checking PMS logs, querying data logs for research purposes)
Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platforms
Email marketing experience is a strong plus; knowledge of HTML is nice to have
Strong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plus
Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc
Experience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc
Ability to learn and articulate software-related and technical concepts in a way that is understandable to the "average Joe"
Must have a passion for being part of a hard-working, winning team.

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical customer supporttroubleshootingdata queryingHTMLExcelSQLemail marketingproperty management systemsticketing systemsbug tracking

Soft Skills

communication skillscollaborationdocumentation skillscustomer serviceproblem-solvinginterpersonal skillsadaptabilityteamworktechnical articulationresearch