Customer Support Analyst

About the role

The Customer Support Analyst joins the Hospitality Technical Support team to provide first‑line assistance for customers using our industry‑leading hospitality solutions. This permanent position offers the chance to develop technical and customer‑service expertise while helping clients resolve issues quickly and efficiently.

Key responsibilities

• Act as the entry point for technical inquiries via phone, email, and chat.
• Document each case in Salesforce, tracking all interactions and resolutions.
• Identify the impact of reported issues and determine whether to resolve, escalate, or involve a supervisor.
• Utilise self‑service tools and the knowledge base to find or create solutions.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Troubleshoot data discrepancies, system errors, browser compatibility problems, and device issues.

Required profile

• Strong analytical mindset with the ability to trace data across systems.
• Excellent written and verbal communication skills for clear, concise messaging.
• Customer‑focused attitude and ability to work under defined KPIs such as case closure rate and satisfaction scores.
• Adaptability to work with various communication channels and shifting priorities.

Required skills

• Salesforce case management

What we offer

• Competitive salary with individual and company bonuses.
• Paid vacation, holidays, and health insurance.
• Flexible work options: onsite, hybrid, or fully remote.
• Professional development through online learning hubs covering technical and soft‑skill training.