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