Technical Support Specialist

Job Summary

Owning cases from start to finish, the full-time Technical Support Specialist will investigate data discrepancies, diagnose integration issues, and build a knowledge base to enhance customer self-service in a remote environment.

Key responsibilities

• Investigate a wide range of product inquiries, applying critical thinking to diagnose root causes
• Create and update knowledge base articles using KCS methodology to support customer self-service
• Participate in collaborative troubleshooting sessions to address complex technical issues with teammates

Required qualifications

• 2+ years of experience in the hospitality industry or hospitality technology space
• Prior experience in technical support with familiarity in ticketing and case management systems
• Strong critical thinking skills to diagnose root causes of issues
• Ability to work effectively in a fully remote environment
• Flexibility to adjust shifts +/- 2 hours for monthly shift rotations