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For Companies At a Glance
- Tasks: Manage technical inquiries and provide solutions while owning cases from start to finish.
- Company: Duetto is a leading revenue management platform for the hospitality industry, operating fully remotely.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for career growth.
- Why this job: Join a collaborative team that values continuous learning and impactful work in hospitality technology.
- Qualifications: 2+ years in hospitality tech, strong communication skills, and a knack for problem-solving required.
- Other info: Work from anywhere in the U.S. with flexible shifts and a supportive team culture.
The predicted salary is between 28800 - 48000 £ per year.
About the Company
About the Company Duetto, the industry-leading hospitality revenue management system, leads the way in helping hotels, resorts and casinos optimize revenue and boost profit. Our leading SaaS platform, expanding suite of products, and incredibly skilled team have been at the heart of our continued success and our ambition for future growth knows no bounds.
About the Company Duetto is building the future of hotel revenue strategy. We\’re not just another SaaS company — we\’re redefining what\’s possible for hotels through our category-creating platform, the Revenue & Profit Operating System.
Role Summary / Purpose
The Technical Support Specialist resolves technical customer issues by independently owning cases from start to finish. This role applies analytical troubleshooting skills to a wide range of product inquiries, leveraging the shared knowledge base and contributing to it. The specialist collaborates cross-functionally and escalates software defects to R&D to ensure a smooth customer experience. Note: This is a fully remote role.
Key Responsibilities
- Full Case Ownership: Manage cases from initial contact through to resolution, investigating a wide range of inquiries, including data discrepancies, integrations, and user interface behaviors.
- Advanced Troubleshooting: Apply critical thinking to diagnose root causes rather than just treating symptoms, utilizing internal tools and logs to investigate complex issues.
- Knowledge Creation (KCS): Go beyond simply using knowledge articles by actively creating new articles and updating existing ones to expand the shared knowledge base and enable customer self-service.
- Collaborative Swarming: Participate in real-time \”Swarming\” sessions to collectively troubleshoot complex or unfamiliar issues with teammates, fostering a culture of shared expertise.
- Defect Management: Identify and validate software defects versus user errors; accurately document findings with reproduction steps, and escalate to the R&D team.
- Operational Excellence: consistently meet expectations for response times and customer satisfaction (CSAT) by managing a steady caseload across the product suite.
- Perform other related duties as needed to support team and company priorities.
Qualifications
Required:
- 2+ years of experience in the hospitality industry or hospitality technology space.
- Prior experience in technical support, including familiarity with ticketing/case management systems and data analysis.
- Strong critical thinking skills to diagnose issues, identify root causes, and develop creative solutions.
- Excellent written and verbal communication skills in English.
- Ability to work effectively in a fully remote environment, leveraging collaboration tools to stay connected.
- Availability to adjust shifts +/-2 hours as needed for monthly shift rotations, and participate in a limited holiday coverage rotation.
Preferred:
- Prior hotel operations or revenue management exposure.
- Proficiency in an additional language.
- Comfortable using tools like Excel, XML, or APIs to investigate data-related issues.
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Technical Support Specialist employer: Duetto
Contact Detail:
Duetto Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Specialist
✨Tip Number 1
Familiarise yourself with the hospitality technology landscape. Understanding how revenue management systems work and their impact on hotel operations will give you an edge in interviews, showing your genuine interest in the industry.
✨Tip Number 2
Brush up on your technical skills, especially with tools like Excel, XML, and APIs. Being able to demonstrate your ability to troubleshoot data-related issues will be crucial in a technical support role.
✨Tip Number 3
Engage with online communities or forums related to hospitality technology. Networking with professionals in the field can provide insights into the role and may even lead to referrals.
✨Tip Number 4
Prepare for scenario-based questions that assess your problem-solving skills. Think of examples from your past experiences where you successfully resolved technical issues or improved customer satisfaction.
We think you need these skills to ace Technical Support Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in the hospitality industry or technical support. Emphasise any familiarity with ticketing systems, data analysis, and troubleshooting, as these are key for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and problem-solving. Mention specific examples of how you've successfully managed technical inquiries or contributed to team knowledge sharing in previous roles.
Showcase Communication Skills: Since excellent communication is crucial for this position, ensure your application reflects your ability to convey complex information clearly. Use concise language and avoid jargon to demonstrate your capability to communicate effectively with customers.
Highlight Adaptability: Discuss instances where you've adapted to changing priorities or tackled new challenges. This will show that you can thrive in a dynamic, remote work environment, which is essential for the Technical Support Specialist role at Duetto.
How to prepare for a job interview at Duetto
✨Understand the Company and Its Culture
Before your interview, take some time to research Duetto and its unique culture. Familiarise yourself with their values around adaptability, knowledge-sharing, and continuous improvement. This will help you align your answers with what they value in a team member.
✨Showcase Your Technical Skills
Be prepared to discuss your technical background, especially any experience in hospitality technology or technical support. Highlight specific tools you've used, such as ticketing systems or data analysis software, and be ready to explain how you've solved technical issues in the past.
✨Demonstrate Problem-Solving Abilities
During the interview, share examples of how you've tackled complex problems in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your critical thinking and adaptability under pressure.
✨Emphasise Communication Skills
Since the role involves clear and empathetic communication with customers, be sure to demonstrate your communication skills during the interview. Practice explaining technical concepts in simple terms, and be ready to discuss how you’ve effectively collaborated with teammates in a remote environment.
