Platform Technical Support (Hospitality SaaS) - EST hours
Department: HAPI
Employment Type: Full Time
Location: Global
Description
Hapi is hiring a Platform Technical Support Specialist to provide client and internal support for our Hospitality B2B SaaS platforms and products. This role includes communication with clients, reviewing error logs, managing support cases, and troubleshooting errors.
Successful candidates should be excellent at troubleshooting software issues, understanding how systems work, and collaborating with internal teams to resolve complex problems.
This role is open globally and fully remote. We are hiring a candidate aligned with Eastern Standard Time (EST) working hours.
Key Responsibilities
• Provide high-quality technical support to customers via phone, email, and chat, acting as the first point of contact for all inquiries.
• Identify, troubleshoot, and resolve customer issues related to our software. This includes investigating potential bugs, guiding users through complex workflows, and answering configuration questions.
• Own and manage a personal queue of support tickets in our ticketing system (e.g., Zendesk, Salesforce), ensuring timely, accurate resolution and clear communication.
• Document all customer interactions and issue resolutions clearly and concisely.
• Develop and maintain a deep understanding of our software's features, functions, and best practices.
• Escalate complex or unresolved issues to senior specialists, Team Lead, or your Supervisor as needed.
• Help build our internal and external customer-facing knowledge base by writing and updating help articles, FAQs, and troubleshooting guides.
Qualifications
Required:
• At least one year of experience in a technical, customer-facing role, such as B2B SaaS support, technical support, application support, or similar (hospitality experience preferred).
• Experience managing cases in a support ticketing system (Zendesk, Salesforce Service Cloud, Jira, or equivalent).
• Demonstrated ability to troubleshoot software issues beyond scripted responses, including investigating root causes and working through ambiguity.
• Customer-First Mindset: You have a genuine passion for helping people and a high degree of empathy. You remain calm and professional, even under pressure.
• Technical Aptitude: You are tech-savvy and a quick learner. You enjoy figuring out how software works.
• Communication Skills: Exceptional verbal and written communication in English. You can explain complex technical concepts in a simple, clear way.
• Organization: You are highly organized, able to manage multiple priorities, and have excellent attention to detail.
• Experience with hospitality technology, including property management systems and interfaces.
• Strong familiarity with AWS CloudWatch
• Familiarity with RESTful APIs, JSON documents, and tools like Postman.
• Direct experience in the hospitality industry or with hotel software (PMS, CRS, etc.).
• Prior experience working for a B2B SaaS company.
• Background in hospitality combined with hands-on experience supporting technology users.
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