ApplyDescription
At Otelier, we put data and efficiency at the heart of hotel operations so hoteliers can return to hospitality. As the hospitality software behind every great host, we provide the tools to automate back-office tasks, streamline budgeting and forecasting, and offer crystal-clear insights into property or portfolio performance. Embrace the opportunity to be part of a transformative journey with Otelier, where we harness data to optimize operations, facilitate decision-making, and automate the mundane.
This is not just a career—it's a chance to shape the future of hospitality, making data work for the industry, not the other way around.As a Senior Customer Support Agent, you’ll be a key player in providing top-tier technical assistance to our clients. Your role goes beyond issue resolution—you’ll build trusted relationships, work cross-functionally with developers and data engineers, and help evolve our support processes. You'll stay ahead of product changes and be a vital link between our technology and our customers.
Responsibilities
- Own and resolve complex customer issues via Jira Service Desk within defined SLAs.
- Serve as a trusted point of contact, offering clear and effective communication to clients.
- Collaborate closely with internal teams—developers, data engineers, and product—to troubleshoot and resolve issues.
- Analyze and interpret data using Excel and other tools to generate actionable insights for internal teams and customers.
- Maintain up-to-date technical documentation and contribute to internal knowledge bases.
- Mentor new support team members and share best practices across the team.
- Adapt quickly to new product features, system upgrades, and process changes.
Requirements
- Fluent English communication skills—both written and verbal.
- 3+ years’ experience in technical support or service delivery, ideally in hospitality tech or SaaS.
- Experience with Jira Service Desk, Excel, and Microsoft Teams.
- Strong problem-solving and analytical abilities to troubleshoot and resolve technical issues.
- Collaborative mindset and experience working across technical and non-technical teams.
- Degree or diploma in IT, Hospitality Technology, or a related field preferred.
- Availability to work in a rotating 24/7 shift schedule, including weekends and public holidays.
