Technical Support Specialist

1 month ago

London, Greater London, United Kingdom Tbwa ChiatDay Inc Full time
Technical Support Specialist (Sunday - Thursday)

Spain

OUR TEAM

In Technical Support, our vision is to deliver exceptional customer experiences with timely and knowledgeable responses. As a Technical Support Specialist, you will be responsible for resolving customer issues, crafting new knowledge articles, and escalating product defects to R&D.

WHAT YOU WILL DO

  • Triage & Managing the Queue - Ensure that inbound cases have accurate and complete information.
  • Self-assignment - You will assign yourself cases from the queue, leveraging your expertise and challenging yourself to grow.
  • Escalations - You will document product defects, using written text and video content, for escalation to R&D.
  • Once you have onboarded for one year and have become an independent contributor, you may be eligible for promotion to Senior Specialist. Senior Specialists have added responsibilities, including peer review of knowledge articles, case escalations, and system monitoring.

QUALIFICATIONS

  • 2+ years experience in Hospitality or Hospitality Technology
  • Client Centered Approach and Professional Orientation
  • Self-driven, motivated individuals will thrive in our team culture
  • Good team player, flexible, and a positive attitude
  • Intelligent, problem solvers will excel 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 and work under pressure
  • 50% of our cases involve integrations and data quality, so strong analytical skills are essential
  • Familiarity with XML is a significant advantage
  • Ability to manage large complex spreadsheets and familiarity with XML is a huge plus
  • 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, 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.

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