Customer Support Advisor

eviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests.

Its flagship product, eviivo suite, aims to provide hoteliers and hosts with a convenient all-in-one solution that makes it easy for them to manage online bookings, guests and travel agencies. Today, eviivo's customer base consists of 30,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using eviivo suite day-in day-out to run their business.

We operate in the UK, Ireland, France, Spain, Portugal, Italy, Germany and North America.

With a culture focused on staff development, a passion for helping the brilliant businesses we represent and a clear vision for growth, we think eviivo has a lot to offer.

Responsibilities

We are currently looking for a Customer Support Advisor who'll assist our customers for the Iberia and Italy market. This is an important position focused on customer support. The team has exposure to work across the full range of customer contact methods, including phone, chat and portal. This is a fast-paced environment and the ability to multi-task and to work well under pressure is essential.

This position is based out of our Malaga, Spain location with a hybrid work model. Candidates must be local and be able to come into the office as needed (currently 4 days a week).

• Provide multi-channel support and advice to resolve customer queries by phone, chat, and web portal methods equally comfortably
• Resolve 85% of customer issues at first point of contact
• Assist customers in maximizing their success by understanding how best to use the technology and resolving any technical problems they experience
• Handle general business inquiries, including guest reservations, and interact with travel agencies such as , Expedia, Airbnb, Agoda, etc.
• Set up screen share sessions to troubleshoot complex issues, including software and OTA connection issues
• Escalate technical issues to 2nd line support or the R&D Team using the CRM system
• Consistently meet and exceed customer service KPIs
• Identify issue trends and report to management
• Assist in producing help articles and tools

About You

• Must be currently based in Malaga, Spain and eligible to work in Spain
• Fluent spoken and written Spanish and Italian. Excellent spoken and written English, Portuguese a plus
• University diploma/degree required
• 3-5 years of experience in a Customer Support/SAAS Software Support role solving issues via phone, email, and live chat
• Tech-minded with strong technical issue-solving capabilities
• Strong customer service orientation with a focus on first-contact resolution
• Excellent problem-solving and analytical skills with a track record of troubleshooting technical issues
• Polite, professional, calm under pressure, and self-motivated to achieve KPIs and objectives
• Ability to explain complex technical topics in a clear, simplified way
• Quick learner of new technologies
• Strong critical thinking skills to identify root causes
• Ability to adapt to changing priorities based on business needs

What The company offers

• Permanent full-time employment
• Hybrid role from the Greater Málaga area, with 4 days in the office
• 25 days holiday (plus national & local public holidays)
• Employee Assistance Programme
• Challenging and diversified tasks with the opportunity to influence the strategy of the company as it grows on the IBIT market
• A team focused on a passion to win with a complete focus on our customers being top priority
• Combine hard work and fun within a great company culture together with smart, driven and social people