Experienced Technical Customer Support Specialist for Hospitality SaaS and Property Management Systems – Remote Troubleshooting Expert for Smart Locks, Sensors, Cameras, and Thermostats

Introduction to blithequark

At blithequark, we are pioneers in the B2B SaaS industry, dedicated to empowering the hospitality sector with innovative solutions that automate operations, enhance guest experiences, and drive business growth. Our cutting-edge platform is trusted by hotels, vacation rentals, and property managers worldwide to streamline their day-to-day processes. As a leader in Hospitality SaaS and Property Management Systems (PMS), we are now seeking an experienced Technical Customer Support Specialist to join our team.

Role Overview

As a Technical Support Specialist at blithequark, you will play a vital role in providing top-notch technical support to our customers, helping them troubleshoot issues related to integrating their hardware with our software. This includes resolving problems with door locks, cameras, and other smart devices, as well as addressing database errors and log issues. If you have a passion for delivering exceptional customer service and have experience working with Hospitality SaaS platforms or Property Management Systems (PMS), we encourage you to apply for this exciting opportunity.

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.
• Respond to customer inquiries via email, chat, and phone, providing excellent customer service and ensuring satisfaction.
• Escalate complex issues to senior technical teams and maintain accurate documentation of all support interactions.
• Collaborate with internal teams to identify and resolve root causes of technical issues, implementing process improvements to prevent future occurrences.
• Participate in ongoing training and professional development to stay up-to-date with the latest technologies and industry trends.
• Travel to customer sites (approximately 10-30% of the time) to provide onsite smart lock installation support, with all travelling charges reimbursed.

Essential Qualifications

To be successful in this role, you will need:

• At least 1 year of experience working with Hospitality SaaS platforms or Property Management Systems (PMS).
• Strong technical skills, with experience troubleshooting hardware and software issues.
• Excellent communication and customer service skills, with the ability to work effectively with customers via phone, email, and chat.
• Familiarity with SAAS products and experience working with Hardware/IoT devices, ideally smart home devices like smart locks and sensors.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and managing competing deadlines.
• Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Experience working with smart locks, sensors, cameras, and thermostats.
• Knowledge of database management and log analysis.
• Familiarity with cloud-based technologies and software-as-a-service (SAAS) platforms.
• Certifications in customer service, technical support, or a related field.
• Experience working in a remote or distributed team environment.

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Technical expertise: Strong understanding of technical concepts, including hardware and software troubleshooting, network configuration, and database management.
• Customer-centric approach: Passion for delivering exceptional customer service, with a focus on resolving issues efficiently and effectively.
• Communication skills: Excellent verbal and written communication skills, with the ability to articulate complex technical concepts to non-technical customers.
• Problem-solving skills: Strong analytical and problem-solving skills, with the ability to identify root causes of technical issues and develop creative solutions.
• Time management skills: Ability to prioritize multiple tasks, manage competing deadlines, and work effectively in a fast-paced environment.

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 to stay up-to-date with the latest technologies and industry trends.
• Career advancement opportunities, with the potential to move into senior technical roles or other areas of the business.
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service.
• Flexible working arrangements, including remote work options and flexible hours.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a member of our team, you can expect:

• A dynamic and fast-paced work environment, with a focus on innovation and customer satisfaction.
• A collaborative and supportive team, with a passion for delivering exceptional customer service.
• Flexible working arrangements, including remote work options and flexible hours.
• Regular team-building activities and social events, to foster a sense of community and connection among team members.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including:

• A competitive salary, with opportunities for growth and advancement.
• Comprehensive benefits package, including health, dental, and vision insurance.
• Flexible working arrangements, including remote work options and flexible hours.
• Opportunities for professional development and career advancement.
• Access to the latest technologies and tools, to support your work and professional growth.

Conclusion

If you are a motivated and customer-focused technical support specialist, with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity at blithequark. As a leader in the Hospitality SaaS and Property Management Systems (PMS) industry, we offer a dynamic and fast-paced work environment, with opportunities for growth and advancement. Join our team today and take the first step towards an exciting and rewarding career in technical customer support!