Support Consultant - US (Remote)

About Stayntouch

Stayntouch based in Bethesda MD is revolutionizing hotel operations through mobile optimized property management solutions. We are the guest-centric property management system built to empower any guest experience the worlds best owners and managers can design.

Our team of dedicated professionals leverage their expertise to deliver a cloud PMS that streamlines hotel operations maximizes revenue empowers staff and enhances the guest journey. Our mobile SaaS-based platform can run on any device with an internet connection allowing hoteliers to break free from the front desk and letting guests choose their own welcome and departure experience. We believe that technology should be unburdened empowering hotels to deliver their own version of the ideal guest experience. Ultimately great technology exists to facilitate great hospitality and we are that technology. We provide our solutions to well-known hotels such as the TWA Hotel The Fontainebleau Miami Beach Great Wolf Resorts First Hotels and Okko Hotels.

*This will be a remote position based in the US*

TheSupport Consultant is a dependable adaptable resourceful advocate for our customers. A successful Support consultant enjoys interfacing with people solving problems is passionate about customer service and wants to grow within a business development/client services profession. This position will help handle escalated customer cases and use excellent diagnostic and troubleshooting skills to ensure clients are successful in using and understanding Stayntouch applications and its integrations. TheSupport Consultantacts as a liaison between Client Services and the Engineering team and serves as the voice of the customer into engineering.

Essential Duties andResponsibilities (including but not limited to the following):

• 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

Key Qualifications:

• Bachelors 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

Ideal Attributes:

• 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
  

Stayntouch does not discriminate in employment opportunities or practices on the basis of race color religion sex national origin age disability marital status ancestry genetic information veteran status personal appearance sexual orientation gender identity or expression family responsibilities political affiliation and matriculation or any other characteristic protected by law. Employment decisions at Stayntouch are based on merit qualifications and abilities. Stayntouch is also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability you may contact us at .

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