Technical Support Specialist Level 1

Summary

Join Hostaway, a SaaS startup transforming the vacation rental industry, as a fully remote Technical Support Specialist Level 1 based in Morocco. You will provide expert support to North American and European customers, mastering our B2B SaaS product portfolio and maximizing their short-term rental bookings. As a native French speaker with C2 English proficiency, you will be crucial in serving our expanding French and European customer base. This role involves diagnosing and troubleshooting technical issues, collaborating with internal teams, documenting customer inquiries, identifying process improvements, and assisting with product demonstrations and training. Hostaway offers competitive compensation, 100% remote work, equity, values-driven leadership, professional growth opportunities, and a dynamic team culture.

Requirements

• Experience as a Technical Support Specialist or as a Customer Call Centre Specialist
• Willingness to do shift work, the main shift here is from 9 AM to 6 PM CET
• Willingness to work some weekends. Your main shift will be Monday to Friday. However, there may be occasions when we need extra cover on certain weekends, which we credit with days-in-lieu
• Native level French proficiency and C2 English (Writing/Speaking), you’ll work with customers in both languages
• Eagerness to learn and a focus on customer service, we have a great reputation with our customers

Responsibilities

• Diagnose and troubleshoot technical issues our customers are experiencing related to our SaaS platforms, including but not limited to software functionality, configuration, and integration
• Collaborate closely with internal teams, including Product Development and QA, to escalate and resolve complex technical issues
• Document and track customer inquiries, issues, and resolutions using our system
• Proactively identify opportunities for process improvements and contribute to the development of knowledge base articles and support documentation
• Assist in conducting product demonstrations and training sessions for customers as needed
• Stay up-to-date with the latest product features, enhancements, and industry trends to effectively support customers and provide valuable feedback to internal teams

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
• 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)