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