NOTE: This is a FULLY remote role, but the candidate must be within the Philippines region to collaborate with their team, peers, and internal customers.
Hostaway is a SaaS startup that is transforming the vacation rental industry. With innovative solutions and partnerships with giants like Airbnb, VRBO, and Booking, we're taking on the competition and winning. Leveraging our customer-centric core values, we consistently deliver results that encourage growth, learning, and innovation for our team, our customers, and the industry.
As a profitable and growing company, this role is necessitated by our continued growth. Check out more about our recent funding round of $365 million here.
In your Technical Support Specialist role, you will be the first line of communication with our customers. You will be responsible for the first screening of calls from our customers. The calls you will receive will be mainly related to how-to questions about the product, and your work will have a real impact on the success of Hostaway customers and their businesses. Our customers love the support and service we provide and your role will be to maintain those standards.
Take ownership of customer issues on the Hostaway platform via phone.
Balance the need for urgency with the quality of your responses.
Accurately determine calls that need to be transferred to a Technical Support Level 1 agent.
Comply with and follow our Support Guidelines playbook.
Research, diagnose, troubleshoot, and identify solutions to resolve customer's issues.
While troubleshooting, gather all needed information for the investigation and properly update the customer via Zendesk.
Provide prompt and accurate feedback to customers managing their expectations for technical issues.
Be an integral part of the Technical Support team, liaising with other members, customers, and 3rd party vendors.
Conduct product walkthroughs and provide resolutions to customer's queries.
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