Software Support Specialist

TravelNet Solutions; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

Join a dynamic SaaS team at TravelNet Solutions, committed to transforming the hospitality industry through innovative cloud-based software. This role focuses on client-facing application support, requiring a keen attention to detail and excellent communication skills. Enjoy a flexible work environment either from the HQ in Cottage Grove, MN or remotely.

Benefits

Unlimited Paid Time Off

Flexible work environment

Free life insurance

401k with employer match

Competitive wages

Qualifications

• Experience in SaaS platforms or hospitality software support.
• Working knowledge of database relationships and terminology.
• Ability to effectively communicate with users and document issues.

Responsibilities

• Respond to support requests via phone, chat, email, and video.
• Maintain and prioritize trouble tickets.
• Assist with beta testing and understand new product features.

Skills

Communication

Problem Solving

Detail Orientation

Flexibility

Team Collaboration

Education

2+ years in software support

Tools

Ticketing Systems

SQL

Job description

Would you like to be part of a fast-moving SaaS team?

Would you like the flexibility to work at our HQ in Cottage Grove, MN or Remote?

If the answers are YES!, this job may be for you.

This position will be responsible for providing direct support for our cloud-based software. This role is responsible for client-facing application support and also requires attention to detail, understanding of process flows, and excellent communication skills.

This is the job for you if you are:

-Self-starter with tremendous initiative and work ethic

-Excellent communicator and collaborator with other functional teams

-Desire to be a high-impact player at a product-driven company

-Ability to embrace change and someone who is a fast learner

-Creative and critical thinking abilities

-Ability to be detail oriented within a high-paced environment

-Passionate about technology

About the TravelNet Solutions Team:

Our mission is transforming how hospitality works. Every day we strive to solve the most difficult technology and workflow challenges, and we collaborate to provide solutions to help our customers in the hospitality industry become more efficient and profitable. Our goal is to become our customer's business concierge. It all starts with one question; how can we help you?

Our three Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers.

-Serve Others: We nurture growth to help others succeed.

-Grit: We take ownership and never give up on what matters most.

-Create the Future: We innovate to disrupt the status quo.

Why join our winning team?

-We are a growing, fast-moving dynamic team that collaborates with each other in order to achieve continued growth and success.

-We are a portfolio company able to work with our customers to be that one vendor solution for SaaS technology, marketing, and distribution.

-We are reshaping the industry and the way it thinks about technology and service.

-Full medical dental and vision package

-Unlimited Paid Time Off

-Health Savings Account with an annual match

-Flexible work environment

-Free life insurance and Long Term Disability

-Free Lunch on Mondays either in Cottage Grove or through Door Dash

-Complimentary Door Dash Pass account

-Availability of Flex Spending Accounts

-401k with employer match

-Free snacks and soda in the office

-Competitive wages

-Work with an amazing team

Do these responsibilities describe what you like doing?

Respond to incoming support requests via phone, chat, email, and video conference applications utilizing an internal tracking system and within 24 hours of ticket assignment. Tickets MUST be worked and assigned on a priority basis first, then FIFO (First in, First out)

Maintain trouble tickets according to the department's practices with the ability to prioritize multiple responsibilities

Understand the nature of support requests, and recommend or take effective, efficient corrective action.

Following and abiding by all company and departmental processes

Assist with beta testing of new features and functions to aid in new product delivery

Understanding of database relationships and terminology (ex: SQL) is helpful

Understanding of telephony (VOIP, third party telephony carriers) is helpful

Continually strive to learn and understand current and new products and services via product exploration, self-help resources, and ongoing training and education sessions

Complex Problem Solving: The specialist identifies complex problems and reviews related information to develop and evaluate options and implement solutions to the end users' satisfaction.


What are some must-haves?

2+ years or equivalent work experience in software support for SaaS platforms or hospitality software support.

Working in ticketing systems, phone, and chat.

Basic understanding of database relationships and terminology; knowledge of SQL and API functionality is a plus.

Basic documentation experience in order to record, maintain, and organize internal and external documents.


Preferred Qualifications and Skills:

Trust accounting and Reservation Management skills.

Organization: Thinks ahead, organized in approach and activities, details work done so that anyone can pick up where left off when escalated.

Cooperation/Teamwork: Maintains good working relationships with others, very cooperative.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply concepts of basic algebra and geometry. Accounting background is a plus!

Reasoning Ability: Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


We are an Equal Opportunity Employer

We celebrate the diversity of thought, culture, and background and we are committed to creating an inclusive environment.

About the company

TravelNet Solutions is transforming the way hospitality works. Providing cloud software and solutions for hotels, resorts, and vacation rentals.

Notice

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