TravelNet Solutions is looking for a Software Support Specialist to provide direct support for their cloud-based software, addressing customer inquiries and technical issues to ensure successful adoption and operational excellence within the hospitality industry.
Requirements
- Experience with Track Bookkeeping
- Previous experience in a customer or technical support role, preferably within a SaaS or technology-driven environment.
- Strong communication skills, with the ability to explain accounting and technical concepts clearly to non-technical customers.
- Experience supporting users with Trust or Escrow accounting processes, such as reconciliations, ledger management, and reporting workflows.
- Familiarity with accounting principles and terminology; comfort assisting users with financial transactions or platform-based bookkeeping.
- Strong problem-solving skills with excellent attention to detail and accuracy.
- Ability to manage multiple tickets and priorities simultaneously in a fast-paced environment.
Responsibilities
- Serve as the first point of contact for customer support inquiries via phone, email, or chat.
- Provide quick and accurate resolutions to common technical issues, including basic troubleshooting, platform navigation, and account management.
- Escalate complex or unresolved issues to the Tier 2 team as needed, ensuring accurate documentation and communication of the issue.
- Manage and track support tickets through to resolution, maintaining detailed records of customer interactions in the support system.
- Assist customers with product setup, onboarding, and basic configurations to ensure successful adoption.
- Proactively monitor and follow up on open support issues to ensure timely resolutions.
- Work closely with the Tier 2 team and other departments (e.g., Product, Customer Success) to ensure seamless customer support.
Other
- A self-starter with tremendous initiative and a strong work ethic
- An excellent communicator and collaborator across functional teams
- Eager to make a high impact at a product-driven company
- Adaptable, quick to embrace change, and a fast learner
- Skilled in creative and critical thinking
