Duetto is hiring a
Technical Support Specialist

Summary

Join our team as a Support Specialist and be responsible for support cases for our customers. You will own the entire case lifecycle and have access to Subject Matter Experts throughout the organization. Our team metrics highlight industry leadership, with First Response Time of 2.3 hours and Customer Satisfaction scores averaging 4.8 on a scale of 5.0.

Requirements

• University degree
• 2+ years experience in Hospitality or Hospitality Technology
• Client Centered Approach and Professional Orientation
• Self-driven, motivated over-achievers will fit well with our team culture
• Good team player, flexible and a positive attitude
• Intelligent, problem solvers will be successful when troubleshooting complex, technical issues
• The ability to articulate a path to resolution in written english is crucial to success in this role
• We need professionals who can defuse volatile situations
• 50% of our cases are issues dealing with integrations and data quality, so you must be strong analytically

Responsibilities

• Triage & Managing the Queue - ensure that inbound cases have the correct values in key fields: Severity, Category, Subcategory, and Case Synopsis
• Self-assignment - you will assign yourself cases from the queue not only in areas where you have expertise, but in subjects that will challenge you and help you grow
• Case Management - We do not follow a tiered support structure; rather, you will own each case from Opening to Resolution
• Escalations - You will need to document product defects (using written text and video content) for escalation to R&D
• Once you have on-boarded for one year and have become an independent contributor, you may be eligible for promotion to Senior Specialist

Preferred Qualifications

• University Degree
• Experience with ticketing systems (Service Cloud, JIRA, etc.)
• Hotel experience in Front Office, Sales, Reservations or Revenue Management
• Ability to work under pressure
• Language skills, especially Spanish