Technical Support Specialist

3 days ago

Pune, Maharashtra, India beBeeCustomer Full time ₹ 80,00,000 - ₹ 1,50,00,000
Job Description:

At our organization, we believe that individual contributions are key to success. We strive to hire and encourage diverse teams that include a variety of voices, identities, backgrounds, experiences, and perspectives. Our culture enables employees to bring their unique selves to work and be proud of doing so. It's in our differences that we will continue to revolutionize the way we serve our customers.

We're people who love technology, but know that hoteliers want things to be simple. So, since 2006, we've been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We've helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between. Today, we're the world's leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by our technology every year.

About the Role:

The Customer Solutions Consultant will provide technical assistance and advice to our customers and partners across the region. Their knowledge and insights are key to maintaining our brand and providing opportunities for our customers to better integrate our products and services.

Responsibilities:

  • Provide technical support to all labelled products and services to internal and external customers, with a primary focus across the Mandarin language speaking APAC region
  • Develop strong customer relationships by providing exceptional technical support and consultation across our phone, chat, and other contact channels
  • Identify customer support and configuration requirements, set customer expectations, and resolve their issues, delivering against customer demands and internal KPIs
  • Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs
  • Act as a technical expert, identifying issues and communicating them internally
  • Act as an escalation point for frontline teammates, guiding and empowering them to find solutions or stepping in to resolve customer issues personally
Requirements:

Key Skills:

  • High level of customer service and IT technical skills
  • Fluent in English
  • Spanish communication skills, both written and verbal
  • Strong analytical skills - able to quickly analyze problems, determine the root cause, and reach a resolution
  • Ability to operate across multiple technical platforms and systems in a fast-paced, KPI-driven environment
  • Ability to diagnose and troubleshoot web browser and connectivity issues
  • Great capacity for both internal and external customer interaction, as well as conflict resolution
  • Stakeholder management and working across internal teams to find solutions
Benefits:

We offer a range of benefits to support your growth and well-being, including:

  • A hybrid working model, allowing you to work in-office or from home
  • Mental health and well-being initiatives
  • Generous parental leave policy, including secondary leave
  • Paid birthday, study, and volunteering leave every year
  • Sponsored social clubs, team events, and celebrations
  • Employee Resource Groups (ERGs) to help you connect and get involved
  • Investment in your personal growth, offering training for advancement

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