Our Team
In Technical Support, our vision is to delight customers with speedy responses with a high level of knowledge and a personalized experience. As a Support Specialist, you are responsible for support cases for our customers. The team adheres to a touch-and-hold Support model operating from a single global queue. The breadth of product knowledge that you will obtain in this role is unsurpassed. While you will own the entire case lifecycle, you are also granted access to Subject Matter Experts throughout the organization. Note that we resolve every case with a knowledge article, making it easy for customers to find answers to their questions without opening a case. There will be times when existing literature does not address your case, so you will craft a new knowledge article to help your customer resolve their case.
Our team metrics highlight our industry leadership, notably First Response Time of 2.3 hours and Customer Satisfaction scores averaging 4.8 on a scale of 5.0. In Technical Support, we have a pre-defined career track that recognizes your achievements and rewards you for your contributions.
What You Will DoTriage & Managing the Queue: Ensure that inbound cases have the correct values in key fields: Severity, Category, Subcategory, and Case Synopsis. Verify the contact and hotel information.Self-assignment: Assign yourself cases from the queue not only in areas where you have expertise but in subjects that will challenge you and help you grow.Case Management: Own each case from Opening to Resolution, relying on Training, Playbooks, Knowledge, and Peers to troubleshoot and resolve cases across all Duetto products.Escalations: Document product defects (using written text and video content) for escalation to R&D. Articulate Expected Behavior, Actual Behavior, and Repro Steps to Engineering.Once you have onboarded for one year and have become an independent contributor, you may be eligible for promotion to Senior Specialist, with added responsibilities including peer review of knowledge articles and case escalations, and system monitoring.
Qualifications2+ years experience in Hospitality or Hospitality TechnologyClient Centered Approach and Professional OrientationSelf-driven, motivated over-achievers will fit well with our team cultureGood team player, flexible and a positive attitudeIntelligent problem solvers will be successful when troubleshooting complex, technical issuesThe ability to articulate a path to resolution in written English is crucial to success in this roleAbility to defuse volatile situations and work under pressureStrong analytical skills, as 50% of our cases deal with integrations and data quality.Familiarity with XML is a big plus.Ability to manage large complex spreadsheets and familiarity with XML is a huge plus.PreferencesUniversity Degree preferredExperience with ticketing systems (Service Cloud, JIRA, etc.)
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