Technical Support Specialist Level 1

Summary

Join Hostaway, a thriving SaaS startup revolutionizing the vacation rental industry, as a fully remote Technical Support Specialist Level 1 based in the Philippines. You will provide expert support to North American and European customers using our B2B SaaS product portfolio, ensuring they maximize short-term rental bookings. This role requires handling customer issues via phone and email, troubleshooting technical problems, and collaborating with the team. Hostaway offers competitive compensation, 100% remote work, equity, values-driven leadership, professional growth opportunities, and various benefits depending on the applicant's country. The position necessitates strong technical skills, excellent communication, and the ability to manage multiple inquiries effectively. Apply now to be part of our dynamic global team!

Requirements

• Experience handling technical support for customers in large volumes via various channels including phone, email, and chat
• Experience working with complex web applications
• Experience troubleshooting complex technical SaaS product issues
• Flexibility to work in the 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 that may arise on the Hostaway platform via phone and/or email
• Balance the need for urgency with the quality of your responses
• 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

• Experience in the Travel and Vacation industry is a plus
• 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)