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1st Tier Support- Colombia

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Colombia

Offer summary

Qualifications:

Excellent English and Spanish skills, Experience in SaaS hospitality is a plus, Familiarity with ticketing systems like Zoho, None.

Key responsabilities:

  • Provide information and advice to users
  • Troubleshoot technical issues with clients
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.
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Job description

Description

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

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.

Hard Skills

Hardware TroubleshootingCustomer SupportCustomer Relationship ManagementZeptoIssue Management

Other Skills

  • Problem Solving
  • Accountability
  • Communication
Are you interested?

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