Technical Support Specialist - Hospitality Upsell. at plusgrade

ABOUT PLUSGRADE: Travel is not just about the destination; it's about every memory made along the way. We are dedicated to shaping the future of travel by partnering with 200+ airline, hospitality, cruise, passenger rail, and financial services companies to create new, meaningful revenue streams through incredible customer experiences. Rooted in our core values of being ambitious, innovative, and collaborative, we are driven to continuously raise the bar, exceed expectations, and bring out the best in everyone, fostering a culture where we believe we are better together, working towards an extraordinary future in travel. Come help us transform everyday travel into extraordinary experiences. ABOUT THE ROLE: The Technical Customer Support Specialist is to bridge the gap between our customers and our technical teams. This role is critical in providing swift, effective solutions to technical challenges, collaborating with team leads and product owners to resolve issues efficiently, and enhancing the customer journey.  Reports To: Team Lead, Technical Customer Support Functional Collaboration: Partner Success, Product, and External Partners Location: Remote (Working Hours: 09:00 - 18:00 CET) WHAT YOU WILL BE DOING: Technical Support: Act as first point of contact for technical support inquiries. Ensuring effective troubleshooting and debugging so our engineering team can provide accurate and prompt resolution of customer issues. Support onboarding with connectivity and technical challenges to ensure smooth go-lives. Knowledge Management: Equip internal teams with the latest product and troubleshooting knowledge. This also includes ensuring internal and external facing documentation is always updated. Collaboration: Liaise with team lead and product owners to preempt potential issues by participating in UATs for new features or product enhancements. Provide customer feedback, ensure a seamless customer experience, and collaborate with the product team to address the most common issues (MCIs). Customer Journey: Understand common technical challenges faced by customers and provide actionable input to improve their experience. Metrics & Analytics: Track and analyze key support KPIs to identify trends and drive improvements along with the Support Team Lead. WE ARE LOOKING FOR SOMEONE WHO IS: Goal-Oriented & Organized: You can set and meet ambitious objectives independently. Proactive: This pivotal role within a fast-growing team gives you the opportunity to take ownership, drive improvements, and play an essential part in shaping the evolving success of our support team. Effective Communicator: Capable of translating technical jargon into customer-friendly terms and foster cross-team understanding. Problem Solver: An analytical mindset with the ability to quickly analyze a problem and identify effective solutions. Customer-Centric: A deep commitment to customer success and satisfaction. YOU ARE SOMEONE WITH: 2+ Years of experience in technical support, preferably in a SaaS environment. Proficiency with browser developer tools (e.g., Chrome Developer Tools) for debugging web applications. A Solid understanding of APIs, JSON, and data flow troubleshooting. Familiarity with API testing tools (e.g., Postman) for testing and debugging. Basic SQL knowledge (e.g., MySQL, PostgreSQL) for investigating data-related issues. NICE TO HAVES: (optional) Experience with property management systems (PMS) or hospitality tech tools. Exposure to monitoring tools for platform connectivity and third-party integrations. Familiarity with AI-driven tools and technologies used in customer support to enhance automation and efficiency. Language: Fluency in English is required; additional languages are considered a strong asset. WHAT YOU’LL LOVE ABOUT US:  📅 Flexible Paid Time Off ✈️ Travel Experience Perk 🧘 Annual Wellness Perk  🚆 Commuter Perk 🌅 Tenure-based Work From Anywhere Program 🍼 Parental Leave Top Up  🌍 Adventure Pass 🎓Learning Allowance   OUR PROCESS:  Plusgrade is an equal-opportunity employer and is committed to providing an accessible recruitment process. We welcome applications from all qualified individuals and are committed to equal employment opportunities regardless of gender identity or expression, race, ethnic origin, creed, place of origin, age, sex, marital status, physical or mental disability, sexual orientation, and any other category protected by law. Upon request we will provide accommodation for applicants with disabilities. If you have a preference regarding the language of your interviews, please inform our Talent Team when they reach out to you. We believe in diversity and inclusivity and that is why our interview process is designed for a positive candidate experience and to ensure every candidate is evaluated equally. We may utilize technology-assisted/ artificial intelligence tools to help us screen, assess, and select applicants for this position. This job posting is for an existing vacancy. All applications will be reviewed from our Talent Team and the successful candidate(s) will go through the following recruitment process: Recruiter Phone Interview Hiring Manager Interview Test or case study or take-home assessment (if applicable) Team Interview All candidates will be provided with feedback regardless if they pass or didn’t pass any of our interview stages. All your information will be kept confidential.