Navis and Revinate have joined forces, forming one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate's mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. NAVIS' Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey.
The Customer Support Specialist will be a key point of contact for our clients in resolving technical support-related inquiries across Navis/Revinate’s full product suite. This role has a high level of interaction with customers and will troubleshoot technical problems, serving as a key reporter of bugs and feedback to the Product and Development teams.
The Technical Customer Support Specialist should always strive to think outside the box on ways to disseminate information to our global team, troubleshoot complex issues, and improve the overall customer experience. The ideal candidate will find solutions to improve internal processes and reduce ticket volume with a growing customer base.
What You’ll Do
Given the dynamic nature of the hospitality world and the new technology, you will embrace change, be a self-starter, a highly effective multi-tasker and go above and beyond the call of duty to drive results for our customers. You will be open to learning new technologies, think creatively for solutions, and be willing to dive in and roll up your sleeves to tackle any challenge. The Technical Support Specialist sits within the Customer Success (CS) organization and reports to the Senior Technical Support Manager.
Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
Extensively research and document technical customer issues and communicate to the larger organization
Collaborate with global Customer Success team members to properly manage customer inquiries and escalate when appropriate
Serve as liaison between Engineering, Product and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues
Thrives in process, organization and is highly detail-oriented
Remote US Based
What You’ll Bring
2-3 years of work experience delivering technical support at a SaaS company
Email marketing experience is a strong plus; knowledge of HTML is nice to have
Must have strong communication skills (verbal & written)
Strong technical knowledge (i.e., inconsistent email rendering, checking PMS logs, querying data logs for research purposes)
Strong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plus
Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platforms
Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc.
Experience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc.
Ability to learn and articulate software-related and technical concepts in a way that is comprehensible to the "average Joe"
Must have a passion for being part of a hard-working, winning team
Excited?! Want to learn more? Apply Now!
Our Core Values
Customer Love -- When the customer wins, we win
One Tribe -- United and strong, on a single mission together
Speak the Truth -- Feedback is a gift - we all improve faster this way
Make it Simpler -- Apply it to everything we do
Hungerness -- Feel it, follow it - be relentless about our success