Customer Success Manager - Product Support

Hbx Group; Chantada; Presencial; EUR 28.000 - 42.000; Jornada completa

Descripción de la vacante

Civitfun is seeking a Support Technician to join the Customer Success team in a Spanish location. You will resolve technical and functional issues, analyze logs, and guide hotel staff through our Online Check-in and related tools. The role emphasizes clear communication, empathy, and continuous improvement of our support model.

You will work with receptionists, hotel managers, and IT teams, coordinating with development for escalations and ensuring correct tool usage across our platforms.

Formación

• Previous experience in technical support, IT customer service, or SaaS environments.
• Strong technical skills in HTML (basic/intermediate) and JSON.
• Ability to read logs and API errors and provide clear diagnoses.
• Experience with Zendesk, JIRA, Kibana, and Postman is preferred.
• Excellent written communication and empathy for non-technical users.

Responsabilidades

• Manage tickets and incidents via Zendesk with clear, well-documented follow-up.
• Analyze logs and error messages to identify patterns or basic failures.
• Use Kibana dashboards to monitor system behavior and findings.
• Review responses and traces with Postman during troubleshooting.
• Provide initial technical diagnoses and escalate documented issues via JIRA.
• Guide clients in technical processes and ensure correct tool usage.
• Monitor workflows for Online Check‑in, Police Report, and Guestlink.
• Collaborate on improving support quality, stability, and efficiency.
• Adjust configurations involving HTML structures within our tools when needed.

Conocimientos

Technical diagnosis

Clear communication

Empathy

Multitasking

Adaptability

Herramientas

Zendesk

JIRA

Kibana

Postman

HTML

JSON

Google Drive

Microsoft Office

Descripción del empleo

At Civitfun, we develop technology solutions that digitalize and automate key processes in the hospitality industry. Our flagship product, Online Check-in, enables hotels to offer a smooth, contactless, and personalized experience to their guests.

We work with hotels around the world, and our commitment is to deliver specialized, efficient, and high-quality technical support, aligned with the excellence of our products.

What Will You Do in This Role?

As a Support Technician in the Customer Success team, you'll be responsible not only for resolving technical and functional issues reported by our clients, but also for actively contributing to the continuous improvement of our support model, hotel care and tool usage

We're looking for someone analytical, goal-oriented, and committed to excellence—who can help us drastically reduce resolution times and consolidate Civitfun as a company known for its clear, agile, and effective technical support.

You’ll handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication. You won't manage or build integrations, but you will need to understand the interactions between PMS systems and our services to detect basic errors and assist in their resolution.

• Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow‑up.
• Analyze technical issues by reading logs and error messages, identifying common patterns or basic failures.
• Use Kibana to analyze system behavior through the Dashboard and Discover views.
• Use Postman to review responses and log traces during technical troubleshooting.
• Detect failure points in communication between PMS and our systems, providing an initial technical diagnosis.
• Escalate well‑documented technical issues to the development team via JIRA.
• Review and adjust configurations involving HTML structures within our tools when needed.
• Guide and support clients in technical processes and ensure correct usage of our solutions.
• Monitor workflows of our products (Online Check‑in, Police Report, Guestlink) to ensure they work as expected.
• Collaborate in improving the quality, stability, and efficiency of our technical support.

Ideal Profile

Previous experience in technical support, IT customer service, or SaaS environments.

Required technical skills:

• HTML (basic/intermediate)
• JSON (structure and validation)
• Reading and interpreting logs and API errors
• Tools: Kibana (Dashboard & Discover), Postman, Zendesk, JIRA, Microsoft and Google Drive environments
• Ability to provide clear, structured technical diagnoses for functional or integration‑related issues.
• Excellent written communication, empathy, and ability to translate technical concepts for non‑technical users.
• Ability to multitask in a dynamic, high‑demand environment, focused on results and goal achievement.
• Adaptable profile, comfortable with frequent changes and evolving workflows, processes, and priorities.
• Experience or functional knowledge of PMS like:
• Intermediate to high level of Spanish and English (spoken and written).