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SeniorFull-timeRust
Salary Range
$16,575 - $22,425 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Support Specialist to join our team. This role focuses on providing excellent customer service and resolving technical issues related to our Property Management System (PMS).
Key Responsibilities
- →Serve as the first point of contact for customer-reported issues, using tools like Zoho Desk and JIRA to investigate and troubleshoot PMS-related problems
- →Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency
- →Provide regular status updates to customers on assigned tickets, verify that resolutions meet their expectations, and maintain clear communication
- →Maintain detailed and accurate documentation within support tickets, capturing investigation steps, progress, and resolution
- →Collaborate with internal teams by escalating unresolved, high-priority, or complex issues to the appropriate support levels or managers
- →Maintain and update customer records accurately in the system, ensuring proper documentation and closure of support cases
- →Contribute to process, product, and service improvements by sharing insights from customer interactions
- →Participate in scheduled training sessions to stay informed on new products, features, and enhancements
- →Apply strong investigative skills to deeply understand problems and proactively identify root causes
Requirements
- ✓Strong problem-solving and troubleshooting skills
- ✓Experience with customer support tools like Zoho Desk and JIRA
- ✓Familiarity with Property Management Systems (PMS)
- ✓Excellent communication and interpersonal skills
- ✓Ability to manage multiple cases simultaneously while maintaining high service quality
- ✓Strong understanding of system logs and developer tools
- ✓Commitment to continuous learning and staying updated on new products and features
