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Technical Support Specialist
hace 2 meses
Job Summary
We are seeking a highly skilled and motivated Technical Support Specialist to join our team at Einzelnet Systems S.R.L. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities
- Triage and manage the queue of incoming cases, ensuring that all necessary information is collected and documented.
- Assign and manage cases from the queue, utilizing your expertise and knowledge to resolve issues efficiently.
- Own each case from opening to resolution, relying on training, playbooks, knowledge, and peers to troubleshoot and resolve cases across all Duetto products.
- Document product defects and articulate expected behavior, actual behavior, and repro steps to engineering.
- Participate in peer review of knowledge articles and case escalations, and system monitoring.
Requirements
- 2+ years of experience in Hospitality or Hospitality Technology.
- Client-centered approach and professional orientation.
- Self-driven, motivated over-achievers who fit well with our team culture.
- Good team player, flexible, and positive attitude.
- Intelligent problem solvers who can troubleshoot complex, technical issues.
- Ability to articulate a path to resolution in written English.
- Ability to defuse volatile situations and work under pressure.
- Strong analytical skills, as 50% of our cases deal with integrations and data quality.
- Familiarity with XML is a big plus.
- Ability to manage large complex spreadsheets and familiarity with XML is a huge plus.
Preferred Qualifications
- University Degree preferred.
- Experience with ticketing systems (Service Cloud, JIRA, etc).
