Cloudbeds Hiring for Technical Support Specialist (Remote) Job at Ciudad de México , Mexico Full Time

Cloudbeds is a travel industry startup that works to make the world a more welcome place. We make advanced cloud-based hospitality software for hotels, hostels, vacation rentals, and groups that manage reservations and guests, distribute room availability, sell inventory, and collect payments. Our hundreds of team members are distributed across 24 countries and, altogether, we speak 17 languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe.

We are looking for a Technical Support Specialist who wants to disrupt the travel industry and someone who thrives on solving technical issues. As a Technical Customer Specialist, you will provide our customers not only with outstanding hospitality assistance but will also be our resident technical expert for all technical aspects related to our property management software and booking engine.

Desired Location: Remote

Required Shift: 03:00 PM – 12:00 AM UTC (+/- 2 hours) US Timezone

What You Will Do:

• Assist and support our existing and new customers (hotel properties) daily in the use of our software in English regarding technical issues (Google Analytics, API, complex payment processing, HTML/CSS customization, apps Cloudbeds integrates with, etc)
• Keep customer satisfaction over 95% by resolving customer issues efficiently;
• Identify customer needs, deliver a high standard of assistance and expertise on our systems integrated apps to our customers;
• Answer product and service questions via email ticketing system;
• Troubleshoot and make outbound calls for escalated technical issues;
• Ensure high customer satisfaction on our products;
• Share effective technical workarounds with team members;
• Track the upcoming requests for new integration/technical service and escalate them to the integration and product team for review;
• Continuously search for areas of improvement and communicate trends in customer calls to leadership as appropriate;
• Monitor and update the status of all Cloudbeds integrated apps;
• Use training materials to keep up-to-date with the latest system and software updates;
• Learn and specialize in an area of new apps we integrate with; know all the details of those integrations;
• Help create new tutorials to contribute to existing training materials in Learning Management System;
• Attend company-wide online training sessions;
• Ensure that all related work is performed properly, efficiently, and in a cost-effective manner;
• Utilizes world-class customer service skills;
• Be a good team player;
• Help establish our reputation as a company that offers excellent customer support with complicated technical issues.

Youll Succeed With:

• Previous experience in customer service or engineering, Technical QA jobs or similar;
• Knowledge of HTML, CSS, Google Analytics and familiarity with JSON, understanding API architecture, or ability to learn it quickly;
• Ideally, Experience with API support and SQL
• Experience with online software of managing a business – monitoring analytics systems, online check-in apps, POS, payment gateways, etc;
• Ability to use application logs, browser dev tools, and other tools to investigate issues;
• Experience with helpdesk platforms and applications.
• Understanding of how CRM systems work.
• Advanced technical troubleshooting, problem-solving skills, and the ability to think analytically while working in a fast-paced environment;
• Ability to gather data, create, compose, and edit written materials and reports;
• Desire to learn new job-related skills quickly;
• Highly self-motivated and able to work independently;
• Experience in hospitality/tourism;
• Effective verbal and written communication skills in English and a positive attitude
• Native / Fluent Spanish and/or Portuguese is a plus
• Ability to perform and maintain emotional control under stress;
• Ability to prioritize and manage several milestones and projects efficiently;
• Compatible graduation course or more than 2 years of proven experience in the area
• Excellent internet LAN/Wi-FI connection
• Note: This is a remote position that can be done anywhere

Our company culture supports flexible working schedules with an open PTO policy and the opportunity to travel and work remotely with great people. To make it easy for our team to travel we offer 2 corporate apartment accommodations near our San Diego and Sao Paulo offices. At Cloudbeds we are dedicated to your personal and professional development. You will have access to over 10,000 courses within LinkedIn Learning when you join our team for your unique individual growth! If you think you have the skills and passion, well give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!

Company Awards to Check Out!

Fastest Growing Companies | Inc. 500 (2018 & 2019)

Best Places to Work | Inc Magazine (2017 & 2018)

Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)

Start-Ups to Watch | Forbes (2018)

Best Startup Employers | Forbes (2020)

Technology Fast 500 | Deloitte (2020)

Top 100 North America | Red Herring (2020)

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