Technical Support Specialist, Revinate
€35-50k
Guest data management & marketing automation platform
Job no longer available
Guest data management & marketing automation platform
201-500 employees
Job no longer available
€35-50k
201-500 employees
Company mission
To deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests.
Role
Who you are
- Given the dynamic nature of the hospitality world and the new technology, you will embrace change, be a self-starter, a highly effective multi-tasker and go above and beyond the call of duty to drive results for our customers
- 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 comprehensible to the "average Joe"
- Must have a passion for being part of a hard working, winning team
What the job involves
- The Technical Customer Support Specialist will be a key point of contact for our clients in resolving technical support-related inquiries across Revinate’s full product suite with our external customers.
- This role has a high level of interaction with customers and will troubleshoot in-depth technical problems, serving as a key reporter of bugs and feedback to the Product and Development teams
- The Technical Customer Support Specialist should always strive to think outside the box on ways to disseminate information to our global team, troubleshoot complex issues, and improve the overall customer experience
- The ideal candidate will find solutions to improve internal processes and reduce ticket volume with a growing customer base
- The Technical Customer Support Specialist sits within the Customer Operations Organization and reports to the Manager - Customer Support
- 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
Our take
Revinate offers hoteliers a platform to connect directly with guests to ensure they deliver top-quality experiences whilst driving direct revenue.
Boasting over 12,000 customers, the company’s data platform and guest communication solutions provide hoteliers with the tools to be in control of their guests’ journey from initial research and booking to experiences whilst staying and even following check-out, and enable them to do so via the communication channels preferred by their guests.
The company is in a strong position to continue its impressive growth following Series E funding in 2021, which enabled acquisitions of AI communication services for hotels, Go Moment, and a direct booking hospitality tech platform, NAVIS. Combining their collective features boosts Revinate’s product offering and its status as the leading direct booking platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2016
$13m
SERIES C
Feb 2015
$15.3m
SERIES B
Total funding: $43.5m
Company benefits
- It’s our secret sauce. It helps us weather the storms and brings our “boomerang” hires back
- Heads down to focus. We have a no-meetings-on-Friday rule
- Our virtual work culture makes location irrelevant. Revinators gather for purposeful off-sites or informally
- We invest in the latest tools and technology so our teams can tinker, learn, and lead into the future
- We celebrate big and small wins — with daily, weekly, monthly, and annual programs. Are you our next Top Banana?
- We coach our managers and offer many resources — development plans, Udemy licenses, and inspirational speakers
- Medical, dental, and vision — including 100% employee premium coverage in the US and mental health resources for all
- On most teams, it’s typical to wrap up your week at 12:30 p.m. on Fridays to recharge batteries and do something you love
- We offer 401k match, pension, or CPF contribution, depending on where you work
- We automatically add a stipend to your paycheck once a month to put toward your home office
- We offer Revinators generous accrued or flex time off, depending on your team
- Access Udemy courses to deepen your role expertise or grow in other areas
Company HQ
College Terrace, Palo Alto, CA
Leadership
Jay Ashton
(Co-Founder & Board Director)Previously served as CEO for Revinate. Currently acts as an Investor & Advisor for Browns Gap. Formerly co-founded Trib Group, Strive Group, and Five Star Alliance.
Marc Heyneker
(Co-Founder & Chairman of the Board)Previously acted as Director of High Tech Sales of North America for Akamai Technologies and in Sales for Red Herring Communications.
Salary benchmarks
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