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1st Tier Support- LATAM

Remote: 
Full Remote
Contract: 
Full time
Work from: 
New York (USA), United States

Offer summary

Qualifications:

Excellent English and Spanish proficiency, Experience in SaaS hospitality preferred.

Key responsabilities:

  • Identify and resolve customer issues
  • Provide technical support and guidance
  • Maintain client relationships and offer product support
  • Report feedback to relevant departments
HyperGuest logo
HyperGuest https://www.hyperguest.com/
51 - 200 Employees
About HyperGuest
HyperGuest is a hotel distribution marketplace that simplifies direct bookings between accommodation providers and travel companies. Our innovative solution removes connectivity barriers, complicated contracting, and costly middlemen—replacing them with state-of-the-art instant connectivity, dynamic distribution, and direct bookings with real-time data. HyperGuest gives hotels an unprecedented level of control over their distribution while providing travel providers with the highest level of efficiency and profitability.
See more HyperGuest offers

Job description

Description

HyperGuest is looking for a 1st tier support to join our team in LATAM!

As a 1st Tier Support at HyperGuest, you will play a pivotal role in maintaining our high standards of customer satisfaction. Your primary responsibilities will include:

You will take initiative in finding the root cause and solve it whenever possible, by investigating the problem while assisting the customers. 


Responsibilities

  • Provide information and advice to users on our connection and distribution types
  • Proactively connect with clients to troubleshoot technical issues
  • Investigating problems and guiding customers through troubleshooting processes
  • Respond to incoming requests for assistance via email (proactive outbound calls might be needed).
  • Ensure excellent service and a high level of customer satisfaction
  • Maintain client relationships through product support
  • Report customer feedback/issues to relevant departments & follow up
  • Taking ownership of your work and contributing to the enhancement of our support processes

Requirements

  • Excellent English and Spanish both written and spoken- Must
  • Previous experience in other SaaS hospitality- a plus
  • Experience on ticketing systems management & configuration such as Zoho -
  • Experience in managing customer inquiries and resolving technical issues
  • Positive attitude and sense of responsibility
  • Strong communication skills and a customer-centric approach
  • Ability to deal with difficult situations in a polite manner and solution- face mind
  • Familiarity with hospitality industry practices and reservation systems -a plus

Required profile

Experience

Spoken language(s):
English
Check out the description to know which languages are mandatory.
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