Technical Customer Support Specialist 1

About Us
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!
The Technical Customer Support Specialist provides direct technical support on Revinate systems and software to external Revinate customers and Internal Revinate Team Members.
Compensation Band:$36,384-60,000

What You’ll Do (Responsibilities)

• 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 (Qualifications and Competencies)

• 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 comprehensible to the "average Joe"
• Must have a passion for being part of a hard working, winning team

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Excited?!  Want to learn more? Apply Now!Our Core Values:One Revinate - United & Strong, on a single mission togetherBuilt on Trust - It’s the foundation of everything we doExpect Amazing - We think, dream & deliver bigCustomer Love -- When the customer wins, we winMake it Simpler -- Apply it to everything we doHungerness -- Feel it, follow it, be relentless about our successGrounded 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 complimentary. 
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