Customer Support Specialist (Hospitality Software)

What You Will Do:

• Assist and support our existing customers (hotel properties) daily in the use of our software in English and Spanish and/or Portuguese
• Resolve customers' complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers
• Troubleshoot and make outbound calls for escalated issues when necessary
• Cultivate and maintain an excellent relationship with customers to build client loyalty/retention and promote increased usage and adoption of the software
• Gather customers' feedback and requirements for future releases of the software
• Use training materials to keep up-to-date with the latest system's updates
• Help create new tutorials as needed by contributing content to the database of support articles
• Attend company-wide online training sessions

Key Competencies include:

• Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients
• Able to lead to multiple personality types
• Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you
• Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
• The ability to multitask and cope with change, in a fast-paced working environment

You’ll Succeed With:

• 1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles
• Previous experience in customer service or similar is a plus
• Native or Fluent in English
• Native or fluent Spanish and/or Portuguese is a plus
• Excellent communication skills and a positive attitude
• Excellent problem-solving skills and emotional management
• Great levels of learning agility
• Compatible graduation course or more than 2 years of proven experience in the area
• Skill with computers and systems
• Excellent internet/wifi connection
• Note: This is a remote position that can be done anywhere