Technical Support Specialist

7 days ago

Christchurch, Canterbury, New Zealand Preno Full time

Company Description

At Preno, customer support is our strength. We're not just a tech company, we're a hospitality company that also loves to build software. We're on a mission to help ambitious hotels grow and succeed.

Preno is a powerful yet easy-to-use all-in-one hotel management system, supporting hoteliers globally. We work very hard for our hoteliers. We're a profitable startup, with a high-growth mindset.

Role Description

This is a full-time Technical Support Specialist role. Although this is a role to cover a 12-month maternity leave, there is a lot of scope to make a big impact as we look to improve and implement systems for the Customer Success team to deliver a better support experience to our hoteliers.

You'll assist hoteliers after they've purchased our software. This includes solving technical issues, answering questions about features, and providing support to our onboarding team.

But beyond customer support, you'll help improve our internal processes by automating and simplifying systems (including help with the implementation and refining of AI tools). This role offers many opportunities for someone with curiosity and passion to make meaningful contributions to how we operate and serve our hoteliers with the best experience.

Our CEO Amelia leads the Customer Success team, so you will be reporting to her directly. But we're a close-knit team who cares deeply about helping hoteliers grow their business, as such we're always driving for growth and improvements.

Areas of Responsibility

  1. Be the friendly first point of contact for all customer support inquiries via phone calls and online chat, responding to questions within our standard timeframes (under 2 hours for chats, 4 hours for emails).
  2. Guide new customers through setup and training via online sessions, helping them get comfortable with Preno's features.
  3. Automate tools (mostly support systems) within the Customer Success function to improve customer satisfaction and internal efficiency.
  4. Monitoring processes and workflows, review results and effectiveness.
  5. Assisting the onboarding team with timely follow-ups post-sale (within 24 hours).
  6. Manage and resolve both functional and technical issues, seeing each case through to completion or escalating to our developers.
  7. Diagnose problems based on customer descriptions and feedback.
  8. Collect, organise and share valuable customer feedback with our product team.
  9. Handle administrative tasks as needed to support the team.

Qualifications

  1. 3 years of experience in a similar role is required.
  2. Technical aptitude with various software systems (experience with APIs and configuration is a plus).
  3. Proven track record of process improvement and automating customer support systems.
  4. Self-motivated with the ability to manage priorities and meet required metrics.
  5. Hotel or accommodation industry experience is beneficial but not required.
  6. An understanding of SaaS and cloud-based software concepts is required.
  7. Proficient with collaborative tools like Google Apps, Jira, HubSpot, Intercom, Aircall and Slack.

Skills Required

  1. Accuracy with both spoken and written English is essential.
  2. Good writing skills for creating clear product documentation for customers or internally.
  3. Ability to manage time effectively and prioritise tasks.
  4. Ability to read & interpret basic technical languages (XML, JSON).
  5. Proficiency with Excel to prepare data for import (formulas for lookup, formatting data etc).
  6. An understanding of web technologies, mobile standards, and software development processes.
  7. Must be a self-motivated professional with high standards and strong attention to detail.
  8. Creative problem-solver who can develop innovative solutions for customer and technical challenges.
  9. Excellent communicator who can explain technical concepts clearly to different audiences.

Competencies Required

  1. Systems thinking: Preno's product is a complex business system, so the ability to learn and understand how different parts of the system interact with each other is key.
  2. Business savvy: Learn, understand and keep up with the business context for our hoteliers and Preno.
  3. Technical Expertise: Possesses the functional and technical knowledge to perform at a high level.
  4. Adaptability & Resilience: Handles change and uncertainty effectively; comfortable making decisions without having all the information; able to shift priorities as needed.
  5. Action-Oriented: Enjoys challenges and works with enthusiasm; seizes opportunities; willing to act decisively.
  6. Problem-Solving: Uses logical thinking to tackle difficult problems with effective solutions; digs deeper to find hidden issues.
  7. Active Listening: Practices attentive listening; allows others to express their thoughts fully; accurately understands others' perspectives even when disagreeing.
  8. Customer Focus: Committed to meeting our hoteliers' needs; gathers firsthand feedback to improve our product; always acts with the hotelier in mind; builds trust and respect.
  9. Patience: Shows tolerance with people and processes; listens before acting; understands people and information before making decisions; respects proper procedures.

Travel and Office Location

We're primarily a remote-first company, but in Christchurch, our team typically spends 2 to 3 days each week together at a co-working space. While you'll have the flexibility to work remotely for part of the week, we find that in-person collaboration is valuable for team cohesion and learning. During your onboarding period, we encourage more time in the co-working space to ensure you have immediate access to help and can quickly integrate with the team.

Some limited travel may be required to support customers or to complete product/customer research.

As we have teams in NZ and the UK, it's essential to have flexibility in hours to support global markets when required.

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