Take ownership of customer issues that may arise on the Hostaway platform via phone and email.
Balance the need for urgency with the quality of your responses.
Comply with and follow our Support Guidelines playbook.
Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues.
While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk.
Provide prompt and accurate feedback to customers managing their expectations for technical issues.
Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors.
Conduct product walkthroughs and provide resolutions to customer's queries.

Experience handling technical support for customers in large volumes via various channels including phone, email, and chat.
Experience with a ticketing system (ideally Zendesk).
Experience working with complex web applications.
Experience in the Travel and Vacation industry is a plus.
Experience troubleshooting complex technical SaaS product issues.
Fluency in English.
Must have the flexibility to work the Eastern US Timezone.

Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant.
100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table.
Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company.
Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good.
Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities.
Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms.
Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary.
Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success.

Technical Support Specialist

Key skills