Technical Support Specialist

4 weeks ago


United Kingdom Duettocloud Full time

In Technical Support, our vision is to delight customers with speedy responses using a high level of knowledge and a personalized experience. As a Support Specialist, you are responsible for responding to and resolving customer support cases. The team adheres to a touch-and-hold Support model operating from a single global queue. The breadth of product knowledge 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. 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.

Our team metrics highlight our industry leadership, notably First Response Time of 2.3 hours and Customer Satisfaction scores averaging 4.8 on a scale of 5.0. In Technical Support, we have a pre-defined career track that recognizes your achievements and rewards you for your contributions. 

NOTE: We are expanding our team to cover weekend hours. This role must be able to work either a Sun-Thur or Sat-Wed shift after completing training.

WHAT YOU WILL DO

  • Triage & Managing the Queue - Ensure that inbound cases have the correct values in key fields: Severity, Category, Subcategory, and Case Synopsis. 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; you will own each case from Opening to Resolution. You will quickly learn to troubleshoot and resolve cases across all Duetto products by relying on Training, Playbooks, Knowledge, and Peers.
  • Escalations - You will 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 been onboarded 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.)

QUALIFICATIONS

  • 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.
  • Ability to manage large complex spreadsheets and familiarity with XML is a huge plus.

PREFERENCES

  • University Degree preferred
  • Experience with ticketing systems (Service Cloud, JIRA, etc.)
  • Hotel experience in Front Office, Sales, Reservations or Revenue Management
  • Fluent in English and French / German / Spanish

About Duetto 

We are a team of passionate hospitality and technology professionals delivering a modern platform to hoteliers in over 60 countries. Our solutions address the biggest problems faced by the hospitality industry by simplifying distribution complexity and optimizing profitability with unique and powerful applications that increase conversion, guest loyalty, operational efficiency and revenue. Our goal is to become the most trusted, effective and widely used hotel technology company in the world. Founded in 2012, Duetto is headquartered in San Francisco with offices in Las Vegas, London, Singapore and Buenos Aires. Duetto is backed by leading investors: Warburg Pincus, Accel Partners, Icon Ven Icon Ventures, and Battery Ventures. If you want to be a part of a fast-growing company, working with amazing people tackling big challenges in a massive industry, then Duetto is looking for you.

Will you now or in the future need a visa to work in the country? *

What is your ideal working schedule? *

Are you currently located in Germany, Spain, or UK? *

Do you have 2+ years experience in Hospitality or Hospitality Technology? *

What are your yearly salary expectations in EUR or GBP? *

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Duetto Research’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305

Page 1 of 1

OMB Control Number 1250-0005

Expires 04/30/2026

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Duetto Research’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

Gender Are you Hispanic/Latino? Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran Status Voluntary Self-Identification of Disability Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at .

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Disability Status

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

#J-18808-Ljbffr

  • united kingdom ConSol Partners Full time

    Level Up Your Career in Client Support!Do you thrive in a fast-paced environment and enjoy tackling technical challenges?We're looking for a talented individual to join our team as a Client Support Specialist. In this role, you'll play a vital role in ensuring the smooth operation of our client's Windows server environment and applications.Why You'll Love...


  • United Kingdom ETS Technical Selection Full time

    Building Insulation Specialist - Technical Inspector (EWI, Cavity Wall & Loft Insulation) - Home-based in UK South or Midlands A new vacancy for a Building Insulation Specialist - Technical Inspector with leading provider of auditing & inspection services for the Construction industry. Home-based in the UK South or Midlands region, the Building Insulation...


  • United Kingdom ETS Technical Selection Full time

    Building Insulation Specialist - Technical Inspector (EWI, Cavity Wall & Loft Insulation) - Home-based in UK South or Midlands A new vacancy for a Building Insulation Specialist - Technical Inspector with leading provider of auditing & inspection services for the Construction industry. Home-based in the UK South or Midlands region, the Building Insulation...


  • United Kingdom ConSol Partners Full time

    Level Up Your Career in Client Support! Do you thrive in a fast-paced environment and enjoy tackling technical challenges? We're looking for a talented individual to join our team as a Client Support Specialist . In this role, you'll play a vital role in ensuring the smooth operation of our client's Windows server environment and applications....


  • United Kingdom ConSol Partners Full time

    Level Up Your Career in Client Support! Do you thrive in a fast-paced environment and enjoy tackling technical challenges? We're looking for a talented individual to join our team as a Client Support Specialist . In this role, you'll play a vital role in ensuring the smooth operation of our client's Windows server environment and applications....


  • United Kingdom ETS Technical Full time

    Building Insulation Specialist - Technical Inspector (EWI, Cavity Wall & Loft Insulation) - Home-based in UK South or Midlands A new vacancy for a Building Insulation Specialist - Technical Inspector with leading provider of auditing & inspection services for the Construction industry. Home-based in the UK South or Midlands region, the Building Insulation...


  • United Kingdom ETS Technical Full time

    Building Insulation Specialist - Technical Inspector (EWI, Cavity Wall & Loft Insulation) - Home-based in UK South or Midlands A new vacancy for a Building Insulation Specialist - Technical Inspector with leading provider of auditing & inspection services for the Construction industry. Home-based in the UK South or Midlands region, the Building Insulation...


  • United Kingdom Parkside Recruitment Limited Full time

    1 week ago Be among the first 25 applicants Save this job with your existing LinkedIn profile, or create a new one. Save this job with your existing LinkedIn profile, or create a new one. Your job seeking activity is only visible to you. Email Welcome back Sign in to save Technical Sales Support Specialist at Parkside Recruitment . This range is...


  • United Kingdom ETS Technical Selection Full time

    Building Insulation Specialist - Technical Inspector (EWI, Cavity Wall & Loft Insulation) - Home-based in UK South or Midlands A new vacancy for a Building Insulation Specialist - Technical Inspector with leading provider of auditing & inspection services for the Construction industry. Home-based in the UK South or Midlands region, the Building Insulation...


  • United Kingdom Parkside Recruitment Limited Full time

    Sign in to save Technical Sales Support Specialist at Parkside Recruitment . Technical Sales Support Specialist Field/Home-based (with occasional office meetings) Conduct regular visits to workshops and wholesaler branches to enhance brand awareness, promote product assortment, and improve product presentation. Provide sales support by delivering...


  • United Kingdom Parkside Recruitment Limited Full time

    This range is provided by Parkside Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range Direct message the job poster from Parkside Recruitment Division Manager & Senior Sales Development lead at Parkside Recruitment / Antal International Job Opportunity: Technical Sales...


  • United Kingdom New Appointments Group Full time €30,000 - €40,000

    Technical Support Specialist (& Trainee Technical Support Specialist) required. Join a world class team working at the forefront of print technology! This is a hybrid role, which also requires extensive travel overseas (including India, USA and Europe), and one week per month in East Kent. 37.5 hours per week, Monday to Friday. £30,000 to £40,000 per...


  • United Kingdom New Appointments Group Full time €30,000 - €40,000

    Technical Support Specialist (& Trainee Technical Support Specialist) required. Join a world class team working at the forefront of print technology! This is a hybrid role, which also requires extensive travel overseas (including India, USA and Europe), and one week per month in East Kent. 37.5 hours per week, Monday to Friday. £30,000 to £40,000 per...


  • United Kingdom Parkside Recruitment Limited Full time

    Division Manager & Senior Sales Development lead at Parkside Recruitment / Antal International Technical Sales Support Specialist Field/Home-based (with occasional office meetings) Conduct regular visits to workshops and wholesaler branches to enhance brand awareness, promote product assortment, and improve product presentation. Provide sales support...


  • United Kingdom Zest Business Group Ltd Full time

    Technical Sales Specialist - Polymer Testing Technical Sales Specialist Hampshire Reference: 3319 supplying many of the leading universities and companies across the UK & Ireland. Based in Hampshire - national travel required. Zest Scientific is partnered with a leading supplier of high end instrumentation in the plastics and rubber testing industry...


  • United Kingdom Zest Business Group Ltd Full time

    Technical Sales Specialist - Polymer Testing Technical Sales Specialist Hampshire Reference: 3319 supplying many of the leading universities and companies across the UK & Ireland. Based in Hampshire - national travel required. Zest Scientific is partnered with a leading supplier of high end instrumentation in the plastics and rubber testing industry...


  • United Kingdom Zest Business Group Ltd Full time

    Technical Sales Specialist - Polymer Testing Technical Sales Specialist Hampshire Reference: 3319 supplying many of the leading universities and companies across the UK & Ireland. Based in Hampshire - national travel required. Zest Scientific is partnered with a leading supplier of high end instrumentation in the plastics and rubber testing industry...


  • United Kingdom Zest Business Group Ltd Full time

    Technical Sales Specialist - Polymer Testing Technical Sales Specialist Hampshire Reference: 3319 supplying many of the leading universities and companies across the UK & Ireland. Based in Hampshire - national travel required. Zest Scientific is partnered with a leading supplier of high end instrumentation in the plastics and rubber testing industry...


  • United Kingdom Parkside Recruitment Limited Full time €100,000

    2 weeks ago Be among the first 25 applicants This range is provided by Parkside Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range Direct message the job poster from Parkside Recruitment Division Manager & Senior Sales Development lead at Parkside Recruitment / Antal...


  • United Kingdom Kemira Full time

    Select how often (in days) to receive an alert: Title: Production Support Specialist (Technical) Join us and develop your career while creating a more sustainable future! You’ll be part of a global team of more than 5,000 people and 60 nationalities, where diverse perspectives are valued and you can bring your authentic self to work every day. At Kemira...