Technical/ Customer Support Agent
hace 1 semana
At Civitfun, we develop technology solutions that digitalize and automate key processes in the hospitality industry. Our flagship product, Online Check-in, enables hotels to offer a smooth, contactless, and personalized experience to their guests.We work with hotels around the world, and our commitment is to deliver specialized, efficient, and high-quality technical support, aligned with the excellence of our products.As a Support Technician in the Customer Success team, you'll be responsible not only for resolving technical and functional issues reported by our clients, but also for actively contributing to the continuous improvement of our support model, hotel care and tool usageWe're looking for someone analytical, goal-oriented, and committed to excellence—who can help us drastically reduce resolution times and consolidate Civitfun as a company known for its clear, agile, and effective technical support.You’ll handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication. You won't manage or build integrations, but you will need to understand the interactions between PMS systems and our services to detect basic errors and assist in their resolution.Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up.Use Kibana to analyze system behavior through the Dashboard and Discover views.Escalate well-documented technical issues to the development team via JIRA.Review and adjust configurations involving HTML structures within our tools when needed.Guide and support clients in technical processes and ensure correct usage of our solutions.Monitor workflows of our products (Online Check-in, Police Report, Guestlink) to ensure they work as expected.Collaborate in improving the quality, stability, and efficiency of our technical support.Previous experience in technical support, IT customer service, or SaaS environments.HTML (basic/intermediate)JSON (structure and validation)Tools: Kibana (Dashboard & Discover), Postman, Zendesk, JIRA, Microsoft and Google Drive environmentsOpera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel (valued)Intermediate to high level of Spanish and English (spoken and written).Ongoing training in internal tools, technical flows, and product knowledge.Are you passionate about technical support and hotel tech? Join Civitfun and help us become one of the most highly rated support teams in the hospitality industry.
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