Product Tester Con Inglés

Hbx Group; Madrid; Presencial; EUR 28.000 - 43.000; Jornada completa

Descripción de la vacante

HBX Group seeks a Product Support Specialist for the Product Operations team to resolve technical issues and improve hotel tech support and tooling. You will handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear, empathetic communication.

The ideal candidate has experience in technical support or SaaS, basic HTML/JSON/XML, and logs interpretation, plus proficiency with Kibana, Zendesk, JIRA, and Microsoft 365.

Formación

• Previous experience in technical support, IT customer service, or SaaS environments.
• Reading and interpreting logs and API errors
• HTML (basic/intermediate) JSON (structure and validation) XML - TXT (structure and validation)
• Tools: Kibana (Dashboard & Discover), Zendesk, JIRA, Microsoft 365, File Zilla, etc

Responsabilidades

• Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up.
• Use Kibana to analyze system behavior through the Dashboard and Discover views.
• Escalate well-documented technical issues to the development team via JIRA.
• Review and adjust configurations involving HTML structures within our tools when needed.
• Guide and support clients in technical processes and ensure correct usage of our solutions.
• Monitor workflows of our products to ensure they work as expected.
• Collaborate in improving the quality, stability, and efficiency of our technical support.

Conocimientos

Technical support experience

IT customer service

SaaS environments

Log analysis

Clear communication

Herramientas

Kibana

Zendesk

JIRA

Microsoft 365

FileZilla

Descripción del empleo

HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. Who We Are At Civitfun, we develop technology solutions that digitalize and automate key processes in the hospitality industry. Our flagship product, Online Check-in, enables hotels to offer a smooth, contactless, and personalized experience to their guests. We work with hotels around the world, and our commitment is to deliver specialized, efficient, and high-quality technical support, aligned with the excellence of our products. As a Product Support Specialist in the Product Operations team, you'll be responsible not only for resolving technical and functional issues reported by our clients, but also for actively contributing to the continuous improvement of our support model, hotel care and tool usage We're looking for someone analytical, goal-oriented, and committed to excellence—who can help us drastically reduce resolution times and consolidate Civitfun as a company known for its clear, agile, and effective technical support. You’ll handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication.

Key Responsibilities

• Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up.
• Use Kibana to analyze system behavior through the Dashboard and Discover views.
• Escalate well-documented technical issues to the development team via JIRA.
• Review and adjust configurations involving HTML structures within our tools when needed.
• Guide and support clients in technical processes and ensure correct usage of our solutions.
• Monitor workflows of our products (Online Check-in, Police Report, Guestlink, etc) to ensure they work as expected.
• Collaborate in improving the quality, stability, and efficiency of our technical support.

Ideal Profile

• Previous experience in technical support, IT customer service, or Saa S environments.
• HTML (basic/intermediate) JSON (structure and validation) XML - TXT (structure and validation)
• Reading and interpreting logs and API errors
• Tools: Kibana (Dashboard & Discover), Bruno, Zendesk, JIRA, Microsoft 365, File Zilla, etc
• Ability to provide clear, structured technical diagnoses for functional or integration-related issues.
• Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, Quo Hotel (valued)
• High level of Spanish (spoken and written)
• Intermediate to high level of English (spoken and written).
• Ongoing training in internal tools, technical flows, and product knowledge.

Are you passionate about technical support and hotel tech? Join Civitfun and help us become one of the most highly rated support teams in the hospitality industry. You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider.