Product Support Specialist - Hospitality Tech

Hbx Group; Meira; Presencial; EUR 32.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Ongoing training

International clients

Multicultural environment

Descripción de la vacante

HBX Group’s Civitfun division is hiring a Product Support Specialist to join the Product Operations team. You will resolve technical and functional issues reported by clients and contribute to the ongoing improvement of our support model, hotel care and tool usage.

You’ll handle requests from receptionists, hotel managers and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication.

Formación

• Previous experience in technical support, IT customer service, or SaaS environments.
• Reading and interpreting logs and API errors.
• Ability to translate technical concepts into clear guidance for non-technical users.

Responsabilidades

• Manage tickets and incidents via Zendesk with clear follow-up.
• Analyze technical issues by reading logs and error messages.
• Use Kibana to analyze system behavior (Dashboard/Discover).
• Use Bruno to review responses and log traces during troubleshooting.
• Detect failure points in PMS integrations 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 correct tool usage.
• Monitor workflows of products (Online Check-in, Police Report, Guestlink) for expected behavior.
• Collaborate to improve quality, stability and efficiency of support.

Conocimientos

HTML

JSON

XML

Logs analysis

API errors

Clear diagnoses

Multitasking

Empathy

Herramientas

Zendesk

Kibana

Bruno

JIRA

Descripción del empleo

HBX Group’s Civitfun division is hiring a Product Support Specialist to join the Product Operations team. You will resolve technical and functional issues reported by clients and contribute to the ongoing improvement of our support model, hotel care and tool usage.

You’ll handle requests from receptionists, hotel managers and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication.