Customer Success Specialist

HBX Group; Palma de Mallorca; A distancia; EUR 30.000 - 45.000; Jornada completa

Descripción de la vacante

A technology solutions company in Palma de Mallorca seeks a Technical Support Specialist. The role involves managing technical incidents, analyzing issues, and providing clear communication to clients. Ideal candidates have experience in technical support, a passion for hotel technology, and proficiency in Spanish and English. Opportunities for professional development and remote work are available.

Servicios

Remote work

Continuous training

Professional development plan

Formación

• Previous experience in technical support, IT customer service, or SaaS environments is required.
• Intermediate to high level of Spanish and English (spoken and written) is essential.
• Knowledge of HTML (basic/intermediate) and JSON is needed.

Responsabilidades

• Manage tickets and incidents using Zendesk with clear follow-up.
• Analyze technical issues by reading logs and identifying patterns.
• Provide first-level technical diagnosis for resolution or escalation.

Conocimientos

Analytical skills

Goal orientation

Excellent written communication

Multitasking ability

Empathy

Herramientas

Zendesk

Kibana

Postman

JIRA

Microsoft environment

Google Drive

Descripción del empleo

Who are we?

At Civitfun, we develop technological solutions that digitalize and automate key processes in the hotel sector. Our flagship product, the Online Check-in, enables hotels to offer a fast, contactless, and personalized experience to their guests.

We collaborate with hotels around the world, and our commitment is to provide specialized, effective technical support that aligns with the quality of our products.

What will you do in this role?

As a Technical Support Specialist in the Customer Success department, you won’t just be responsible for solving technical and functional incidents from our clients—you’ll also play a key role in the continuous improvement of our technical support model.

We are looking for someone with analytical skills, goal orientation, and a commitment to excellence who can help us significantly reduce resolution times and strengthen Civitfun’s reputation for fast, clear, and effective technical support.

You will handle requests from receptionists, hotel managers, and IT teams, conducting thorough analyses to provide well-grounded diagnostics, with clear and empathetic communication. While you won’t be developing or managing integrations, you’ll need to understand the interactions between PMS and our services to detect basic errors and contribute to their resolution.

Key Responsibilities :

• Manage tickets and incidents using 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 via the Dashboard and Discover panels.
• Use Postman to consult responses and log traces for potential technical errors.
• Detect failure points in calls between the PMS and our tools, and provide a solid initial technical diagnosis.
• Perform a clear first-level technical diagnosis to support resolution or escalation to the development team via JIRA, precisely documenting findings.
• Review and adapt configurations involving HTML structures within our tools when necessary.
• Guide and support clients in technical processes related to the operation and correct use of our solutions.
• Ensure that the workflows of our products (Online Check-in, Police Report, Guestlink, etc.) function as expected.
• Collaborate to improve the quality, stability, and efficiency of our support.

What profile are we looking for?

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

Essential technical knowledge :

HTML (basic / intermediate)

JSON (structure and validation)

Reading and interpreting logs and API errors

Tools : Kibana (Dashboard and Discover), Postman, Zendesk, JIRA, Microsoft environment, Google Drive

Ability to deliver clear, structured technical diagnoses for functional or communication errors between systems

Excellent written communication, empathy, and the ability to translate technical concepts for non-technical users

Multitasking ability in a dynamic, demanding environment focused on results and goal achievement

Adaptable profile, open to frequent changes and constant evolution of processes, workflows, and priorities

Valued experience or knowledge in PMS such as : Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel

Intermediate to high level of Spanish and English (spoken and written)

What do we offer?

Join a technical and multidisciplinary team in a growing company

Continuous training on internal tools, technical workflows, and products

Opportunity to work with international clients and resolve high-impact real cases

Collaborative, dynamic environment with a focus on continuous improvement

Applicable benefits : remote work, flexibility, professional development plan, etc.)

Are you passionate about technical support and hotel technology?

Join Civitfun and help us become one of the most highly rated technical support teams in the industry.