Technical Support Specialist

Summary

Join Hostaway, a SaaS startup revolutionizing the vacation rental industry, as a Technical Support Specialist. This fully remote role, based in the Philippines, offers the opportunity to be the first point of contact for customers, providing support and troubleshooting for the Hostaway platform. You will handle customer inquiries via phone, prioritize urgency with quality responses, and accurately determine when to escalate issues to Level 1 agents. This role requires experience in technical support, complex web applications, and troubleshooting SaaS products, along with excellent communication skills and fluency in English. Hostaway offers competitive compensation, equity in a fast-growing company, professional growth opportunities, and a dynamic team culture.

Requirements

• Experience handling technical support for customers in large volumes over the phone
• Experience working with complex web applications. Experience in the Travel and Vacation industry is a plus
• Experience troubleshooting complex technical SaaS product issues
• Flexibility to work in US Eastern Time Zone
• Excellent communication skills and fluency in English (Writing/Speaking)
• You do not give up easily when you see an issue, you like to get to the end of the puzzle to find a solution or the root cause
• Strong time management, you'll need to juggle managing incoming inquiries and reporting any new issues

Responsibilities

• Take ownership of customer issues on the Hostaway platform via phone
• Balance the need for urgency with the quality of your responses
• Accurately determine calls that need to be transferred to a Technical Support Level 1 agent
• Comply with and follow our Support Guidelines playbook
• Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues
• While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk
• Provide prompt and accurate feedback to customers managing their expectations for technical issues
• Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors
• Conduct product walkthroughs and provide resolutions to customer's queries

Preferred Qualifications

Weekend availability is a plus

Benefits

• Competitive Compensation: We offer competitive pay based on market rates in the country of the applicant
• 100% Remote: Enjoy the freedom to work from anywhere within your country of residence—be it a co-working space, your home office, or even your dining room table. The choice is yours. Just don’t ask to work in our office (we don’t have one)
• Equity: Every role in our company comes with valuable stock options in a fast-growing and profitable company. This ensures we all share in the company’s success
• Values-Driven Leadership: Our Core Values are not just words we’ve written to make us feel good. We leverage them daily when making strategic and tactical decisions
• Professional Growth: Our rapid growth offers unparalleled learning and development opportunities, along with a multitude of career advancement opportunities
• Annual Paid Leave: The specific amounts vary by country and are aligned with country and/or contract-specific norms
• Geographic Specific Benefits: As an international employer, we offer different country-specific benefits such as Health Insurance and Pensions in countries where these perks are customary. The specifics depend on the country of the applicant
• Dynamic Team Culture: As a global company with team members in over 40 countries, our diverse and international culture fuels our innovation and creativity, providing a key pillar to our success (and making it a lot of fun to work here)