Technical Customer Support Specialist II

Revinate; United States; Remote; USD 29,000 - 32,000; Full time

Benefits offered by this job

Remote work option within Greece

Job summary

Revinate is seeking a Technical Customer Support Specialist II for a remote role within Greece. You’ll handle complex technical inquiries across Revinate’s product suite, diagnosing issues, and reporting bugs to Product and Development.

You’ll work with a global team to improve customer experience and reduce ticket volume. Ideal candidates have 2–3 years in SaaS tech support, strong communication, and solid knowledge of web troubleshooting, Excel, and data logs.

Qualifications

• 2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company.
• Must have strong communication skills (verbal & written).
• Strong technical knowledge (e.g. inconsistent email rendering, PMS logs, data log queries).
• Experience using a ticketing or bug tracking system (JIRA, Zendesk, Salesforce) with strong documentation skills.

Responsibilities

• Own technical customer issues from initial report to resolution, update customers and internal stakeholders.
• Research and document technical issues, communicate findings to the organization.
• Collaborate with global Customer Success to manage inquiries and escalate when needed.
• Serve as liaison between Engineering, Product, and Customer Success teams.

Skills

SaaS support

Communication

Technical knowledge

Ticketing systems

Email marketing

HTML knowledge

Browser troubleshooting

Excel

SQL (plus)

ESP experience

PMS experience

Collaboration

Tools

JIRA

Zendesk

Salesforce

Job description

Revinate is one of the largest and most innovative providers of direct revenue-generating solutions in the hospitality industry. Revinate’s mission is to deliver hoteliers scalable direct revenue and profits from data-driven solutions that cultivate deeper relationships with guests. Revinate’s Direct Booking Platform helps capture, convert and retain guests with strategies and services that maximize direct booking revenue. This combination maximizes the lifetime value of each guest through personalized and targeted campaigns across the guest journey. Revinate Marketing has won 1st place for Hotel CRM & Email Marketing in the HotelTechAwards five years in a row!

Revinate is proud to be a Great Place To Work Certified company! Check out what our employees say makes working here so great: Great Places To Work x Revinate

This is a remote position, but candidates must reside within the Greecian region.

Please take note of the shift for this position.

First month of training:

• Monday - Friday, 6pm - 2am EEST

Regular working shift:

• Friday - Saturday, 4:30am - 3pm EEST
• Sunday - 3:30am - 3:30pm EEST
• Monday - 3:30am - 12pm EEST

Company Overview

Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.

Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered, customer data platform collects, unifies and, synthesizes data giving hoteliers a foundational advantage.

Hoteliers gain critical intelligence – guest lifetime spend, stay preferences, ancillary revenue, and more. With Revinate’s Rich Guest Profile® data points, hoteliers don’t need to guess who their most profitable guests are, or how to drive conversions across email, voice, messaging, and digital channels.

Revinate’s direct booking platform and omnichannel communication technology powers 1.1 billion Rich Guest Profiles across 12,500+ hotels to drive over $24 billion in direct revenue.

Be a superhero. Join the mission. Transform the industry.

Get Revinate. Get superpowers.

Role Overview

The Technical Customer Support Specialist will be a crucial point of contact for our clients in resolving technical support-related inquiries across Revinate’s entire product suite with our external customers. This role has a high level of interaction with customers. It will troubleshoot in-depth technical problems, serving as a key reporter of bugs and feedback to the Product and Development teams.

The Technical Customer Support Specialist should always strive to think outside the box on ways to disseminate information to our global team, troubleshoot complex issues, and improve the overall customer experience. The ideal candidate will find solutions to improve internal processes and reduce ticket volume with a growing customer base.

Given the dynamic nature of the hospitality world and the new technology, you will embrace change, be a self-starter, a highly effective multi-tasker and go above and beyond the call of duty to drive results for our customers. The Technical Customer Support Specialist sits within the Customer Operations Organization and reports to the Manager - Customer Support.

What You’ll Do

• Own technical customer issues from initial report to resolution, communicating with customers regularly regarding issue status as well as internal stakeholders
• Extensively research and document technical customer issues and clearly communicate to the larger organization.
• Collaborate with global Customer Success team members to properly manage customer inquiries and elevate when appropriate.
• Serve as liaison between Engineering, Product, and Customer Success teams, updating colleagues on technical glitches, workarounds, diagnoses, and resolved issues.

What You’ll Bring

• 2-3 years of work experience delivering technical (tier 2 or higher) customer support at a SaaS company
• Must have strong communication skills (verbal & written)
• Strong technical knowledge (i.e. inconsistent email rendering, checking PMS logs, querying data logs for research purposes)
• Experience using a ticketing or bug tracking system, such as JIRA, Zendesk, and Salesforce, and strong documentation skills within these platforms
• Email marketing experience is a strong plus; knowledge of HTML is nice to have
• Strong knowledge of troubleshooting web-related issues (i.e., changing browser settings, how to clear cache, etc.) with all browsers and operating systems as well as expertise working in Excel; SQL is a plus
• Experience with email service providers such as Mailchimp, GMS, Digital Alchemy, Exact Target, Serenata, Cendyn, etc
• Experience in property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro, etc
• Ability to learn and articulate software-related and technical concepts in a way that is understandable to the “average Joe”
• Must have a passion for being part of a hard-working, winning team

People would describe you as:

• Collaborative
• Customer service focused
• Ability to think outside the box
• Tech savvy
• Able to optimize time and prioritize tasks

€19 - €21 an hour

The compensation package for the Technical Customer Support Specialist II includes a base hourly pay.

This salary range may be inclusive of several career levels at Revinate and will be narrowed during the interview process based on a number of factors, including (but not limited to) the candidate’s experience, qualifications and location.

Interview Process

We’re excited you’re considering a career with Revinate! Our goal is to ensure this is the right opportunity for you, while also determining if you’re the right fit for our team. The interview process for this role is designed to be a two-way street, where you’ll get to know us just as we get to know you.

- Recruiter Screen - 20 minutes via Phone

- Hiring Manager Interview - 30 minutes via Google Meet

- Final Technical Panel Interview with the Team - 45 minutes via Google Meet

Revinate values the flexibility of a remote workforce and the benefits of localized hiring. We focus on specific cities to foster local communities and enhance team cohesion, allowing employees to collaborate, attend local events, and build a strong sense of community and company culture.

Candidates must be located in the city listed in the job application. Thank you!

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

Important Security Alert

We have been made aware of fraudulent activities involving individuals impersonating our HR team and offering fake job opportunities. Please be vigilant and ensure your safety by verifying all job offers.

For Authentic Opportunities: Only refer to our official careers page on our company website. Your security is our priority. If you encounter any suspicious activity, please report it immediately. Stay safe and secure! You can confirm or inquire with any questions by reaching out to [e-mail]

AI and Hiring

Please note that interviews at Revinate will be recorded using brighthire.ai. As we continue to build more structure into our interview processes – the best way to eliminate unconscious bias! We are encouraging our interviewers to focus more on our candidates and the conversation than taking notes. Instead, we can rely on brighthire.ai to do the note taking for us. If you’re uncomfortable with recording your interview, please let us now. We’ll opt you out.

Our Core Values:

One Revinate - United & Strong, on a single mission together

Built on Trust - It’s the foundation of everything we do

Expect Amazing - We think, dream & deliver big

Customer Love – When the customer wins, we win

Make it Simpler – Apply it to everything we do

Hungerness – Feel it, follow it, be relentless about our success

Grounded in Gratitude - We’re glad to be here & make the most of every day

Revinate Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Revinate complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to [e-mail].

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