Remote Customer Support Specialist - Hospitality Tech

Placements24; Queenstown; Hybrid; NZD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Job summary

Placements24 is seeking a Remote Customer Support Specialist to assist hotels, restaurants, and venues worldwide with our hospitality technology platform. This fully remote role requires a proactive problem-solver with strong technical aptitude and exceptional communication skills, working from a home office within New Zealand/region.

You will provide frontline support via email, chat, and phone, troubleshoot software issues, document interactions in the CRM, and relay insights to product and

Qualifications

• Experience in customer or technical support, SaaS preferred.
• Strong hospitality operations understanding.
• Excellent problem-solving and communication.
• Able to explain tech concepts to non-technical users.

Responsibilities

• Provide first-line support via email, chat, and phone.
• Troubleshoot software issues and guide users through features.
• Document interactions in the CRM and escalate complex cases.
• Gather feedback for product and engineering teams.
• Maintain high customer satisfaction through empathetic support.
• Participate in training to stay updated on products.

Skills

Customer support

SaaS familiarity

Technical troubleshooting

Communication skills

Remote work

Tools

CRM software

Helpdesk systems

Job description

About the Role

Our client, a leading innovator in hospitality technology solutions, is seeking a dedicated Remote Customer Support Specialist to join their growing global team. In this fully remote role, you will be the primary point of contact for clients using our cutting-edge software platforms. Your mission will be to provide exceptional technical support, troubleshoot issues, and guide users to maximize their experience with our products. This is an exciting opportunity to work with a dynamic company that is transforming the hospitality industry, all from the comfort of your home office. You will be instrumental in ensuring our clients – hotels, restaurants, and event venues worldwide – receive timely and effective assistance, contributing directly to their success and our company's reputation for outstanding support. This role requires a proactive problem-solver with a strong technical aptitude and a deep understanding of the hospitality sector.

Key Responsibilities

• Provide first-line technical support to clients via email, chat, and phone.
• Troubleshoot and resolve software-related issues efficiently and effectively.
• Guide clients through product features and functionalities, offering best practice advice.
• Document customer interactions, issues, and resolutions in the CRM system.
• Identify and elevate complex issues to senior support staff or development teams.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Proactively monitor client systems and identify potential issues before they impact users.
• Gather client feedback and relay insights to product and engineering teams for service improvement.
• Maintain a high level of customer satisfaction through professional and empathetic support.
• Participate in ongoing training to stay updated on product developments and technical skills.

Requirements

• Previous experience in a customer support or technical support role, preferably in the SaaS or hospitality technology sector.
• Strong understanding of hospitality operations (hotels, restaurants, event management) is essential.
• Excellent troubleshooting and problem-solving skills.
• Superb communication and active listening skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM software and helpdesk ticketing systems.
• Self-motivated and able to work independently in a remote environment.
• Reliable high-speed internet connection and a dedicated home office space.
• Fluency in English; additional languages are a plus.
• A passion for technology and the hospitality industry.

Benefits

Our client offers a competitive salary, a comprehensive remote benefits package including health insurance, retirement savings plan, and paid time off. You'll have the flexibility to work from anywhere within your designated region, access to continuous professional development, and the opportunity to be part of a forward-thinking company shaping the future of hospitality technology. This is a fully remote position, offering excellent work-life balance.