Hotel Tech Support Specialist

Hbx Group; Vitoria; Presencial; EUR 25.000 - 42.000; Jornada completa

Descripción de la vacante

HBX Group, a leading technology partner for travel, is seeking a Product Support Specialist for our Product Operations team in Vitoria, Spain. You will resolve technical and functional client issues, analyze data, and contribute to improving our support model and hotel care.

You’ll handle requests from receptionists, hotel managers, and IT teams, using Zendesk, Kibana and JIRA to deliver clear diagnoses and timely resolutions, with a focus on reducing resolution times.

Formación

• Experience in technical support, IT customer service, or SaaS environments.
• Solid knowledge of HTML/JSON/XML and log interpretation.
• Ability to diagnose functional or integration issues with clear communication.
• Familiarity with hotel tech platforms is a plus.
• Strong Spanish and good English communication.

Responsabilidades

• Manage tickets and incidents via Zendesk with clear follow-up.
• Use Kibana to analyze system behavior from Dashboard and Discover views.
• Escalate well-documented issues to the development team via JIRA.
• Review and adjust configurations involving HTML structures within our tools.
• Guide clients in technical processes and ensure correct usage of our solutions.
• Monitor workflows of products like Online Check-in, Police Report, Guestlink.
• Collaborate to improve quality, stability, and efficiency of technical support.

Conocimientos

HTML

JSON

XML

Reading logs

API errors analysis

Troubleshooting

Herramientas

Kibana

Zendesk

JIRA

Microsoft 365

FileZilla

Bruno

Opera Cloud

OHIP

Noray

Winhotel

Timón Hotel

QuoHotel

Descripción del empleo

HBX Group, a leading technology partner for travel, is seeking a Product Support Specialist for our Product Operations team in Vitoria, Spain. You will resolve technical and functional client issues, analyze data, and contribute to improving our support model and hotel care.

You’ll handle requests from receptionists, hotel managers, and IT teams, using Zendesk, Kibana and JIRA to deliver clear diagnoses and timely resolutions, with a focus on reducing resolution times.