Training & Support Consultant

📋 Description

• Troubleshoot technical problems; guide customers step-by-step.
• Provide ongoing post-live support to troubleshoot and optimize usage.
• Act as primary contact; build strong relationships and ensure satisfaction.
• Escalate and resolve complex issues; notify senior management when needed.
• Strive for customer satisfaction metrics and improve CX.
• Maintain support KPIs and satisfaction scores.

🎯 Requirements

• 1-3+ years in customer support, technical support, SaaS ops, or similar.
• Strong knowledge of PMS/reservation/operational SaaS in hospitality.
• Ability to independently resolve Tier 2/3 issues via structured troubleshooting.
• Proven track record meeting KPIs across SLA, CSAT, and productivity metrics.
• Experience delivering customer training or enablement (webinars, onboarding).
• Strong communication, stakeholder management, and ownership mindset.

🎁 Benefits

• Flexible hours for multi-time zone support.
• Ongoing training and professional development.
• Career progression opportunities.
• 8 hours Volunteer Time Off per year.
• 8 hours Rest, Relax, Recharge time for mental health.
• Mental well-being resources for you and dependents.