As the Support Specialist in Amsterdam, you will help triage and thoroughly troubleshoot customer problems, and serve as the key conduit of information to the Product and Development teams to resolve customer-facing problems. The Support Specialist will update the Product team with a prioritized list of customer issues spanning all areas of Revinate’s Marketing platform.
Given the dynamic nature of the hospitality world and the new technology, you will embrace change, be a self-starter and go above and beyond the call of duty to drive results. In addition to working closely with customers, you’ll collaborate with our Product, Engineering and Onboarding teams to assist in Customer Success. Since the role focuses on the Marketing platform, we are looking for someone with Email Marketing Experience.
This job is a second line support function in the EMEA headquarter office of Revinate. This person will help other customer facing staff, including Client Success Managers, Support Managers and Implementation Managers, in building successful client relationships. The Support Specialist will handle more technology-centric issues and ensure those are being resolved. In some cases, the Support Specialist resolved an issue themselves, and at other times they will pull in developers or other people within the organization to drive a resolution to completion.
Provide customer resolution via email, telephone or screen share
Extensively research and document customer issues
Gather the necessary information to best resolve customer inquiries efficiently and effectively
Manage customer expectations regarding estimated response times for issue resolution
Collaborate with global Customer Support team members to properly manage customer inquiries and escalate to engineering when appropriate
Access and share software updates, knowledge bases, and FAQs to aid in problem resolution
Document best practices and solutions to issues in a helpdesk for future reference (internal/external)
Skills & Experience
2+ years of work experience in delivering software support, preferably at a SaaS company
Interact with a wide range of customers on issues
Strong documentation skills
Strong knowledge of web concepts (e.g. how to clear cache, changing browser settings, etc.) with all browsers and operating systems (Safari, Internet Explorer, Firefox, and Chrome; Windows and Macintosh) as well as expertise working in Excel
Ability to learn and articulate software-related and technical concepts in a manner comprehensible to the “average Joe”
Must have passion for being part of a hard working, winning team
Must have strong attention to detail when communicating with customers (verbal & written)
2+ years experience with Email Marketing practices
Ability to write and execute SQL queries
Ability to write/understand HTML/CSS
Experience using email based integrations
Please note: This is not an Information Technology (IT) role.
Revinate is a SaaS company that helps hotels know more about their guests so they can deliver personalized experiences that create valuable relationships and lifelong customers. Using guest data combined with our marketing engagement platform, hotels can better understand and engage their audiences, increasing loyalty and revenue. 30,000 of the world’s leading hotels trust Revinate to help them reinvent the guest experience.
Headquartered in The Presidio of San Francisco with offices in Amsterdam and Singapore, Revinate is backed by leading investors Sozo Ventures, Benchmark Capital, Tenaya Capital, Formation 8, Northgate Capital, Tao Capital, GC Hotel Tech, and Industry Ventures.
Revinate values a challenging, fun and balanced culture that rewards innovation. We offer competitive salaries, stock options, great benefits, and thorough training and support. Recognized by Forbes as one of the top 10 Best Enterprise Software Startups To Work For in 2016, our commitment to people and culture speaks for itself.