HyperGuest is looking for a 1st tier support to join our team in LATAM!
As a 1st Tier Support at HyperGuest, you will play a pivotal role in maintaining our high standards of customer satisfaction. Your primary responsibilities will include:
You will take initiative in finding the root cause and solve it whenever possible, by investigating the problem while assisting the customers.
Responsibilities- Provide information and advice to users on our connection and distribution types
- Proactively connect with clients to troubleshoot technical issues
- Investigating problems and guiding customers through troubleshooting processes
- Respond to incoming requests for assistance via email (proactive outbound calls might be needed).
- Ensure excellent service and a high level of customer satisfaction
- Maintain client relationships through product support
- Report customer feedback/issues to relevant departments & follow up
- Taking ownership of your work and contributing to the enhancement of our support processes
- Excellent English and Spanish both written and spoken- Must
- Previous experience in other SaaS hospitality- a plus
- Experience on ticketing systems management & configuration such as Zoho -
- Experience in managing customer inquiries and resolving technical issues
- Positive attitude and sense of responsibility
- Strong communication skills and a customer-centric approach
- Ability to deal with difficult situations in a polite manner and solution- face mind
- Familiarity with hospitality industry practices and reservation systems -a plus
Skills Required
- Excellent English and Spanish both written and spoken
- Experience on ticketing systems management and configuration (such as Zoho)
- Experience managing customer inquiries and resolving technical issues
- Positive attitude and sense of responsibility
- Strong communication skills and a customer-centric approach
- Ability to handle difficult situations politely and focus on solutions
- Previous experience in SaaS hospitality
- Familiarity with hospitality industry practices and reservation systems
What We Do
HyperGuest is a hotel distribution marketplace that simplifies direct bookings between accommodation providers and travel companies. Our innovative solution removes connectivity barriers, complicated contracting, and costly middlemen—replacing them with state-of-the-art instant connectivity, dynamic distribution, and direct bookings with real-time data. HyperGuest gives hotels an unprecedented level of control over their distribution while providing travel providers with the highest level of efficiency and profitability
