Chat and Email Technical Support Subject Matter Expert

Summary

Join PartnerHero as a Technical Support Level II Specialist and become part of a dedicated team providing exceptional customer experiences on a short-term property rental platform. You will troubleshoot and resolve technical issues for hosts, guests, and property managers primarily through email and chat. This role involves high volumes and complex cases, requiring strong troubleshooting skills and technical proficiency. You will collaborate with internal teams to ensure timely solutions and contribute to enhancing the overall user experience.

Requirements

• Exceptional written and spoken English communication skills (EFSET results C1 to C2 level)
• 2+ years of experience with Customer Service and Technical Support
• A passion for delivering outstanding customer experiences, focusing on turning challenges into opportunities to exceed expectations
• Technically savvy with web, computer, mobile, and SaaS platforms to support users effectively
• Demonstrate strong independent research and troubleshooting abilities for technical issues
• A proactive mindset with a drive to seek knowledge, ask questions, and take the initiative to find a resolution
• Understand basic system communication principles, such as data transmission, secure logins, and system information sharing
• Adaptability to thrive in a fast-paced and ever-changing environment, with varying work demands, efficiently handling high-volume queues whilst providing in-depth troubleshooting for complex cases

Responsibilities

• Providing exceptional, friendly, and efficient customer and technical support via email and chat
• Resolving customer concerns proactively, leveraging strong troubleshooting, reading comprehension, and problem-solving skills
• Investigating technical issues and escalating complex customer inquiries and bugs to the appropriate contact points
• Collaborating effectively with technical and product teams, leveraging a crowd-sourcing, team-first approach to resolve issues quickly
• Identifying recurring customer challenges and sharing insights with the Team Lead and key stakeholders to help improve our partner’s business processes

Preferred Qualifications

• Familiarity with short-term rental platforms such as Airbnb, Vrbo, or Booking.com
• Familiarity with the concepts of API protocols and system integrations

Benefits

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development