Stayntouch · 10 hours ago
Support Consultant - US
United States
Full-time
Remote
Mid Level
$65K/yr - $80K/yr
3+ years exp
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Responsibilities
Troubleshoot, diagnose and resolve client issues.
Facilitate the entire call resolution process from initial contact (call or email) to final resolution.
Investigate, log and monitor bug reports from discovery through resolution.
Escalate issues, as needed, to appropriate Client business units and Service Providers and document requests following established procedures.
Manage customer expectations and maintain high customer satisfaction.
Work on-call and weekend shifts
Qualification
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Required
Bachelor’s degree and/or equivalent working experience
3+ years of experience in customer support with a B2B or B2C software business
2+ years experience in hospitality software
Experience handling support escalations to engineering teams
Previous experience working directly with business clients
Ability to diagnose, simplify and explain complex issues
Demonstrated troubleshooting and problem-solving skills
Excellent verbal and written communication skills
Strong analytical skills and experience with reporting and data analysis
Strong organizational skills and the ability to meet deadlines in a fun fast paced working environment
Preferred
Familiarity with trouble ticketing systems (Jira, Bugzilla, FreshDesk, ZenDesk, etc.)
Experience in a SaaS software company
Familiarity with logging systems (Sumologic, Kibana)
Integration setup knowledge, including POS, S&C, CRS and Comtrol experience
Company
Stayntouch
StayNtouch is an enterprise mobile cloud platform that improves how hotels operate and connect with their guests.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$60.2MKey Investors
Sixth StreetSAP Concur
2023-12-11Series Unknown· $48M
2020-08-31Acquired
2016-02-03Series A· $9.5M
Leadership Team
Tom Underwood
Chief Executive Officer
N
Nicki Dehler
VP Product
Recent News
Hotel Management Network
2024-06-04
Hotel Technology News
2024-06-04
2024-05-31
Company data provided by crunchbase
