Hospitality Tech Support & Success Manager

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

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.