Global Hotel Tech Support Specialist

Hotelbeds Group; Islas Baleares; Presencial; EUR 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training in internal tools and product

Work with international clients

Descripción de la vacante

HBX Group in Palma, Mallorca, seeks a Product Support Specialist to handle technical and functional issues for hotel tech customers. You will analyze logs, diagnose problems, and guide clients with clear communication to enhance support effectiveness.

Ideal candidates have SaaS support experience, proficient HTML/JSON/XML skills, and strong English/Spanish abilities, joining a global, evolving team focused on fast, accurate resolutions.

Formación

• Previous experience in technical support, IT customer service, or SaaS environments.
• HTML (basic/intermediate) is required.
• JSON (structure and validation) skills.
• XML - TXT (structure and validation) knowledge.
• Reading and interpreting logs and API errors.
• Ability to provide clear, structured technical diagnoses for users.
• Excellent written communication and empathy for non-technical users.
• Ability to multitask in a dynamic, high-demand environment.
• Adaptable to frequent changes in workflows and priorities.

Responsabilidades

• Manage tickets and incidents via Zendesk with clear, well-documented follow-up.
• Analyze technical issues by reading logs and error messages to identify patterns.
• Use Kibana to analyze system behavior via Dashboard & Discover views.
• Use Bruno to review responses and log traces during troubleshooting.
• Identify failure points in PMS interactions and provide initial diagnoses.
• Escalate well-documented issues to the development team via JIRA.
• Review and adjust configurations involving HTML structures within our tools.
• Guide and support clients in technical processes and ensure correct usage of solutions.
• Monitor workflows of Online Check-in, Police Report, Guestlink, etc., to ensure proper operation.
• Collaborate to improve quality, stability, and efficiency of technical support.

Conocimientos

HTML (basic/intermediate)

JSON (structure/validation)

XML (structure/validation)

Logs & API errors interpretation

Kibana (Dashboard/Discover)

Bruno

Zendesk

JIRA

Microsoft 365

FileZilla

Spanish language

English language

Herramientas

Kibana

Bruno

Zendesk

JIRA

Microsoft 365

FileZilla

Descripción del empleo

HBX Group in Palma, Mallorca, seeks a Product Support Specialist to handle technical and functional issues for hotel tech customers. You will analyze logs, diagnose problems, and guide clients with clear communication to enhance support effectiveness.

Ideal candidates have SaaS support experience, proficient HTML/JSON/XML skills, and strong English/Spanish abilities, joining a global, evolving team focused on fast, accurate resolutions.