Technical Support Specialist, Duetto

• 2+ years experience in Hospitality or Hospitality Technology
• Client Centered Approach and Professional Orientation
• Self-driven, motivated over-achievers will fit well with our team culture
• Good team player, flexible and a positive attitude
• Intelligent, problem solvers will be successful when troubleshooting complex, technical issues
• The ability to articulate a path to resolution in written english is crucial to success in this role
• We need professionals who can defuse volatile situations, able to work under pressure
• 50% of our cases are issues dealing with integrations and data quality, so you must be strong analytically
• Familiarity with XML is a big plus
• Ability to manage large complex spreadsheets and familiarity with XMl is a huge plus

Desirable

• In Technical Support, our vision is to delight customers with speedy responses with a high level of knowledge and a personalized experience
• As a Support Specialist you are responsible for support cases for our customers
• The team adheres to a touch-and-hold Support model operating from a single global queue. The breadth of product knowledge that you will obtain in this role is unsurpassed
• While you will own the entire case lifecycle, you are also granted access to Subject Matter Experts throughout the organization
• Note that we resolve every case with a knowledge article, making it easy for customers to find answers to their questions without opening a case
• Note that we resolve every case with a knowledge article, making it easy for customers to find answers to their questions without opening a case. There will be times when existing literature does not address your case, so you will craft a new knowledge article to help your customer resolve their case
• Triage & Managing the Queue - Ensure that inbound cases have the correct values in key fields: Severity, Category, Subcategory, and Case Synopsis. And also verify the contact and hotel information
• Self-assignment - You will assign yourself cases from the queue not only in areas where you have expertise, but in subjects that will challenge you and help you grow
• Case Management - We do not follow a tiered support structure; rather, you will own each case from Opening to Resolution. By relying on Training, Playbooks, Knowledge, and Peers, you will quickly learn to troubleshoot and resolve cases across all Duetto products
• Escalations - You will need to document product defects (using written text and video content) for escalation to R&D. You must be able to articulate Expected Behavior, Actual Behavior, and Repro Steps to Engineering
• Once you have on-boarded for one year and have become an independent contributor, you may be eligible for promotion to Senior Specialist. Senior Specialists have the following added responsibilities: peer review of knowledge articles, peer review of case escalations, and system monitoring (using tools such as sentry.io, sumologic.com, etc.)