Support & Product Specialist

Hbx Group; España; Presencial; EUR 30.000 - 46.000; Jornada completa

Descripción de la vacante

HBX Group, a leading travel technology provider, is seeking a Product Support Specialist for its Product Operations team. You will resolve technical issues, analyze data with Kibana, and collaborate with hotel clients across the globe to optimize our Online Check-in and related tools.

Join a fast-evolving hospitality tech environment where you’ll drive faster resolutions, document processes, and train clients on best practices while working with Zendesk, JIRA, and multiple hotel platforms.

Formación

• Previous experience in technical support, IT customer service, or SaaS environments.
• HTML (basic/intermediate)
• JSON (structure and validation)
• XML - TXT (structure and validation)
• Tools: Kibana (Dashboard & Discover), Bruno, Zendesk, JIRA, Microsoft 365, FileZilla, etc
• Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel (valued)
• High level of Spanish (spoken and written)
• Intermediate to high level of English (spoken and written).

Responsabilidades

• Resolve technical and functional issues reported by clients.
• Contribute to continuous improvement of the support model, hotel care and tool usage.
• Help reduce resolution times and enhance service quality.
• Handle requests from receptionists, hotel managers and IT teams.
• Perform rigorous analysis to offer well-founded diagnoses with clear communication.
• Manage tickets and incidents via Zendesk.
• Use Kibana to analyze system behavior (Dashboard and Discover).
• Escalate issues to development via JIRA with well-documented notes.
• Review configurations involving HTML structures within our tools.
• Guide and support clients in technical processes and correct tool usage.
• Monitor product workflows to ensure expected performance.

Conocimientos

Technical support

IT customer service

SaaS environments

Problem solving

Communication

Herramientas

Kibana

Zendesk

JIRA

Bruno

Microsoft 365

HTML

JSON

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. 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.

Descubra exactamente qué habilidades, experiencia y cualificaciones necesitará para tener éxito en este puesto antes de enviar su solicitud a continuación.

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. 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.

• Previous experience in technical support, IT customer service, or SaaS environments.
• HTML (basic/intermediate)
• JSON (structure and validation)
• XML - TXT (structure and validation)
• Tools: Kibana (Dashboard & Discover), Bruno, Zendesk, JIRA, Microsoft 365, FileZilla, etc
• Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel (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. xsgfvud

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.