Technical Support Specialist

**Technical Support Specialist** **Hours:** 4pm - Midnight | Mon - Fri **Training hours:** 9am to 5pm **Title:** Technical Support Specialist **Work Model:** Remote Duve, a leading B2B *SaaS* platform that is reshaping the hospitality world, is looking for a Customer Support Specialist. You’ll enjoy a friendly, innovative, and creative atmosphere in a fast-growing and dynamic company. **Job Description** We are looking for a Customer Support Specialist to assist our customers with product questions, troubleshooting and technical issues when using our platform. To be successful in this role, you should be a tech savvy creative thinker, and an excellent communicator who’s able to earn our clients’ trust. **Responsibilities:** ● Serve as the first point of contact for customers via various channels such as, email, chat, and video conferencing tools. ● Provide prompt assistance to customers by actively listening to their concerns and inquiries. ● Identify, troubleshoot, and resolve customer issues promptly and effectively, ensuring a positive resolution to maintain customer satisfaction. ● Collaborate with cross-functional teams, including Product, R&D, and Customer Success, to gather relevant information and provide accurate solutions to customers. ● Document and maintain detailed records of customer inquiries and resolutions in Zendesk. ● Stay up-to-date with product knowledge, policies, and industry trends to provide accurate information and recommendations to customers. ● Contribute to the development and maintenance of customer support resources, such as FAQs, knowledge base articles, and tutorials, to empower customers with self-service options. **Requirements** - High level English with exceptional verbal and written communication skills - 3-4 years of previous experience in a customer support or customer service role in a *SaaS* company. - Strong customer support skills with the ability to interpret basic technical signals (logs, API errors), understand integrations, and clearly communicate solutions to non-technical users. - Excellent communication skills, both written and verbal, with the ability to convey complex information to non-technical audiences in a clear and concise manner. - Strong problem-solving and critical-thinking skills to quickly assess and resolve customer issues. - Empathy and patience to understand and address customer concerns effectively, maintaining a calm and professional demeanour. - Ability to multitask and prioritize tasks in a fast-paced environment, while maintaining attention to detail. - Proficiency in using customer support tools and systems, Zendesk primarily. - Strong teamwork and collaboration skills to work effectively with cross-functional teams and contribute to a positive work environment. - Flexibility to adapt to frequently changing processes and procedures in a dynamic organization. **About Duve:** Duve is a leading B2B *SaaS* company, providing a unique guest management platform for hotels and hospitality experts around the world. Duve operates in over 60 countries already using Duve's advanced platform needed for the modern hotel. This is a full-time position. **Benefits we offer:** - Private medical insurance (after 6 months work) - Hybrid working model - work from home, office or both - Regular *team* meetups - dinners, outdoor activities and events - Opportunity to travel Burimi: https://mk.linkedin.com/jobs/view/technical-support-specialist-at-talkr-4405245803

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