The Role
Provide tier-2 technical support for Revinate's SaaS products: own tickets end-to-end, troubleshoot web/email and PMS issues, document findings, escalate bugs to Product/Engineering, collaborate with global Customer Success to improve processes and reduce ticket volume.
Summary Generated by Built In
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 escalate 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
- Collaborative
- Customer service focused
- Ability to think outside the box
- Tech savvy
- Able to optimize time and prioritize tasks
People would describe you as:
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 [email protected]
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.
Excited?! Want to learn more? Apply Now!
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 [email protected].
By submitting your application you acknowledge that you have read Revinate's Privacy Policy (https://www.revinate.com/privacy/)
Skills Required
- 2-3 years delivering technical (tier 2 or higher) customer support at a SaaS company
- Reside within the specified Grecian region / city listed in the job application
- Willingness to work required shifts including evening/night and weekend hours as listed
- Strong verbal and written communication skills
- Strong technical knowledge (email rendering issues, checking PMS logs, querying data logs)
- Experience using ticketing or bug tracking systems (examples: JIRA, Zendesk, Salesforce) and strong documentation skills
- Troubleshooting web-related issues across browsers and operating systems
- Proficiency with Excel
- Experience with property management systems (PMS) such as Micros Opera, Maestro, Protel, Fidelio, PowerPro
- Ability to learn and explain software and technical concepts clearly to non-technical users
- Email marketing experience
- Knowledge of HTML
- SQL experience
- Experience with email service providers (Mailchimp, GMS, Digital Alchemy, ExactTarget, Serenata, Cendyn)
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The Company
What We Do
For hospitality professionals, getting and keeping profitable guests is tougher than ever. NAVIS has created a platform with a proven plan that helps Reservations, Revenue Management, and Marketing truly operate as one team and make more money. We’ve been serving the hospitality business since 1987. Our corporate headquarters is located in beautiful Bend, Oregon, with growing offices in both Orlando, Florida, and Reno, Nevada. In addition to offering a suite of CRM services that are unique in the industry, we also have a company culture based on integrity, hard work and fun! We’ve been honored with the Top Workplaces award by The Oregonian for four consecutive years, one of the 2016 Top 100 Workplaces in Central Florida, and one of the Northern Nevada Human Resources Association’s 2017 Best Places To Work, we are proud to be one of the best places to work, and we’re proud to be the only complete CRM for hospitality.
