Technical Operations Specialist

3 days ago


Christchurch, Canterbury, New Zealand Preno Full time
About Preno

Preno is a powerful all-in-one hotel management system that supports hoteliers globally. We're a profitable startup with a high-growth mindset.

Our mission is to help ambitious hotels grow and succeed by providing exceptional customer support and innovative solutions.

The Role

This is a full-time Technical Support Specialist role, covering a 12-month maternity leave opportunity. Although this is an interim position, there's scope to make a significant impact on improving our internal processes and systems for the Customer Success team.

You'll be the first point of contact for customer support inquiries via phone calls and online chat, responding within our standard timeframes. You'll guide new customers through setup and training, helping them get comfortable with Preno's features.

You'll also automate tools within the Customer Success function to improve customer satisfaction and internal efficiency. Additionally, you'll assist the onboarding team with timely follow-ups post-sale, manage and resolve functional and technical issues, and collect valuable customer feedback.

Requirements
  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.
Competencies
  1. Systems thinking: Preno's product is a complex business system, so the ability to learn and understand how different parts interact 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.


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