Deskripsi Pekerjaan
Are you a tech-savvy professional with a passion for hospitality innovation? EMAPTA is looking for a dedicated Product Support Specialist to join our growing global team. In this 100% remote role, you will act as the vital bridge between our cutting-edge SaaS platform and our hospitality clients worldwide. You will resolve complex technical inquiries, contribute to product documentation, and ensure our users get the most out of our software solutions.
We pride ourselves on a culture that values work-life balance, offering weekends off, 3 weeks of paid time off (PTO), and comprehensive wellness benefits. If you are a proactive problem-solver who thrives in a fast-paced environment and wants to make an impact in the global SaaS landscape, we invite you to apply.
Tanggung Jawab
- Provide high-quality technical support to global hospitality clients via email, chat, and ticketing systems.
- Troubleshoot and resolve complex product issues, escalating bugs to the engineering team when necessary.
- Create and maintain high-quality internal and client-facing knowledge base articles and FAQ documentation.
- Proactively identify common user pain points and provide actionable feedback to the Product and Development teams.
- Conduct remote onboarding and product training sessions for new platform users.
- Monitor system performance and report recurring technical trends to ensure a smooth user experience.
- Collaborate cross-functionally to ensure timely resolution of client tickets and adherence to Service Level Agreements (SLAs).
Kualifikasi
- Proven experience in a Customer Support, Product Support, or Technical Account Management role, preferably in a SaaS environment.
- Strong background in the hospitality tech industry is highly preferred.
- Exceptional verbal and written communication skills in English.
- Strong analytical and problem-solving abilities with high attention to detail.
- Proficiency in using help desk software (e.g., Zendesk, Freshdesk, or Jira).
- Ability to work autonomously in a 100% remote environment with a stable internet connection.
- Demonstrated ability to manage multiple priorities in a fast-paced, global business setting.
- A commitment to delivering an outstanding client experience.