Experienced Technical Customer Support Specialist for Hospitality SaaS and Smart Home Devices – Remote Troubleshooting and Installation Support

Introduction to blithequark At blithequark, we are revolutionizing the hospitality industry with our cutting-edge B2B SaaS solutions, designed to automate operations, enhance guest experiences, and drive growth for hotels, vacation rentals, and property managers. Our innovative platform is at the forefront of streamlining day-to-day processes, and we are now seeking an experienced Technical Customer Support Specialist to join our team. As a leader in Hospitality SaaS and Property Management Systems (PMS), we offer a unique opportunity to work with the latest smart home devices, including smart locks, sensors, cameras, and thermostats. Job Overview We are looking for a highly skilled and experienced Technical Customer Support Specialist to provide top-notch technical support and troubleshooting for our customers. As a key member of our support team, you will be working remotely to help customers resolve issues with integrating their hardware with our software, including troubleshooting door locks, cameras, and uploading database errors and logs. With a strong focus on customer satisfaction, you will be providing excellent customer service, ensuring timely resolution of technical issues, and escalating complex problems when necessary. Key Responsibilities Provide technical support and troubleshooting for hardware and software issues, ensuring timely resolution and customer satisfaction Assist customers in connecting hardware devices to smart applications, guiding them through setup and configuration processes Assist customers with technical issues via email, chat, and phone, providing excellent customer service and ensuring satisfaction Escalate complex issues and maintain accurate documentation, ensuring that all issues are properly tracked and resolved Work with customers to troubleshoot issues with smart home devices, including smart locks, sensors, cameras, and thermostats Collaborate with our internal teams to resolve technical issues and improve our products and services Participate in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends Essential Qualifications To be successful in this role, you will need to have: At least 1 year of experience working with Hospitality SaaS platforms or Property Management Systems (PMS) Experience with hardware/IoT devices, ideally smart home devices like smart locks, sensors, and cameras Strong technical troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop creative solutions Excellent customer service skills, with a strong focus on customer satisfaction and timely resolution of technical issues Strong communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and other stakeholders Familiarity with SAAS products and experience working with remote customers Preferred Qualifications While not essential, the following qualifications are highly desirable: Experience with smart home devices, including smart locks, sensors, cameras, and thermostats Knowledge of networking protocols and technologies, including TCP/IP, HTTP, and HTTPS Experience with database management systems, including data upload and download processes Familiarity with IT service management frameworks, including ITIL Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing priorities and deadlines Skills and Competencies To be successful in this role, you will need to possess the following skills and competencies: Technical skills: Strong technical troubleshooting and problem-solving skills, with the ability to analyze complex issues and develop creative solutions Communication skills: Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and other stakeholders Customer service skills: Strong customer service skills, with a strong focus on customer satisfaction and timely resolution of technical issues Adaptability: Ability to work in a fast-paced, dynamic environment, with a strong ability to adapt to changing priorities and deadlines Teamwork: Ability to work collaboratively with internal teams to resolve technical issues and improve our products and services Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Technical Customer Support Specialist, you will have access to ongoing training and professional development opportunities, including: Regular training sessions on our products and services Opportunities to attend industry conferences and events Access to online courses and tutorials to enhance your technical skills Coaching and mentoring from experienced colleagues and managers Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. As a remote employee, you will be part of a global team that values collaboration, innovation, and customer satisfaction. Our company culture is built on the following values: Customer-centricity: We are dedicated to delivering exceptional customer experiences and ensuring customer satisfaction Innovation: We encourage creativity, innovation, and experimentation, and we are always looking for new ways to improve our products and services Collaboration: We believe in the power of teamwork and collaboration, and we work closely with our colleagues and partners to achieve our goals Integrity: We are committed to integrity, transparency, and honesty in all our interactions, and we strive to do the right thing, even when it's difficult Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, including: A competitive salary and bonus structure Comprehensive benefits package, including health, dental, and vision insurance Opportunities for professional development and growth Flexible working hours and remote work arrangements Access to the latest technologies and tools Conclusion If you are a motivated and experienced Technical Customer Support Specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our innovative products, dynamic work environment, and commitment to customer satisfaction, we offer a unique and rewarding career opportunity that will challenge you to grow and develop as a professional. Don't miss out on this chance to join our team and contribute to the success of our customers. Apply now to become a part of the blithequark team! Apply for this job