Technical Support Analyst - Hospitality Software

Position Summary

As a Customer Support Analyst, you will provide exceptional technical and product support to hospitality customers using our platform. You will serve as the primary point of contact for hotel operators and general managers, resolving a wide range of customer issues including payment processing, software configuration, integrations, and general product inquiries.

You will investigate issues using structured troubleshooting techniques, communicate solutions clearly to customers with varying levels of technical expertise, and collaborate with cross-functional teams to ensure timely resolution. This role is part of a global Customer Support organization that operates 24/7 through rotating shifts, offering a dynamic environment with continuous learning and career growth opportunities.

Key Responsibilities

• Provide timely and professional customer support through chat, email, and phone.

• Manage customer cases from initial contact through complete resolution, ensuring a positive customer experience.

• Diagnose and troubleshoot product functionality, payment processing, integration, and configuration issues using a structured approach.

• Translate technical concepts into simple, customer-friendly language.

• Prioritize and manage multiple customer cases while maintaining service quality and response time standards.

• Identify recurring customer issues and proactively recommend process or product improvements.

• Escalate complex technical issues with complete documentation, troubleshooting steps, and investigation findings.

• Create and maintain internal and external knowledge base articles to improve team efficiency and customer self-service.

• Collaborate with Product, Engineering, Content, and Customer Experience Design (CXD) teams to resolve cross-functional issues.

• Continuously develop product knowledge and contribute to improving customer support processes.

• Leverage AI tools to enhance productivity, research, documentation, and customer support workflows.

Qualifications

Required

• 1–3 years of experience in a customer-facing support role, preferably within SaaS, technology, or hospitality technology.

• Experience supporting customers through multiple communication channels, including chat, email, and phone.

• Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate issues independently.

• Ability to quickly learn and navigate complex software platforms.

• Excellent written and verbal communication skills.

• Ability to remain calm and professional when handling challenging customer situations.

• Strong organizational and time-management skills with the ability to manage multiple priorities simultaneously.

• Comfortable working in a fast-paced, global support environment with rotating shifts.

• Practical experience using AI tools to improve efficiency, research, documentation, or workflow management.

Preferred

• Experience using CRM and support tools such as Salesforce, Aircall, Jira, and Confluence.

• Experience supporting hospitality software, hotel management systems, or other enterprise SaaS platforms.

• Familiarity with payment systems, APIs, or software integrations is an advantage.

Core Competencies

• Customer Focus

• Technical Troubleshooting

• Critical Thinking

• Problem Solving

• Communication

• Collaboration

• Adaptability

• Attention to Detail

• Time Management

• Continuous Learning

• Ownership and Accountability

Working Conditions

• Global Customer Success team operating on a 24/7 rotating shift schedule.

• Fast-paced, technology-driven environment supporting hospitality customers worldwide.

• Frequent collaboration with cross-functional teams across Product, Engineering, and Customer Experience.