About the Company:
At TravelStaytion we are refining the vacation rental industry. Our mission is to transform properties into five-star vacation home rentals, elevating serviced stays for the discerning traveler while offering at the same time game changing technology. We represent and work together with a curated selection of 85000+ properties in over 700 destinations across the globe delivering exceptional travel experiences to property owners and their guests.
With our HQ in London and with more than 10 years of continuous operation, we are proud to be an equal opportunity workplace that seeks to recruit, develop, and retain the most talented people from a variety of backgrounds, perspectives, and skills. We offer a work experience unlike any other, creating opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a fast-moving environment.
Duties and Responsibilities
- Evaluate, prioritize, and manage incoming technical tickets from the Customer Service Department, ensuring timely and effective resolution.
- Analyze each ticket to identify and understand the customer’s issue, determine the level of urgency, and assign it to the appropriate department or technician.
- Manage and oversee the technical side of the onboarding process for new customers, ensuring a seamless transition and excellent customer experience. This includes setting up accounts, providing necessary training, and resolving any technical issues that arise.
- Follow up on active issues and track their resolution, maintaining clear communication with customers and internal team members regarding ticket status.
- Assist in diagnosing, troubleshooting, and resolving technical issues by leveraging personal expertise or escalating as needed.
- Work closely with the technical team to ensure that support services are delivered effectively and efficiently.
- Maintain a comprehensive and up-to-date knowledge of our products and services to provide accurate solutions and advice to customers.
- Liaise with the development team and other relevant departments to fix bugs and improve the user experience.
- Create and update documentation related to support processes, knowledge base articles, and frequently asked questions.
- Provide detailed reports on technical issues, actions taken, and resolutions to Customer Service Manager.
- Participate in ongoing training and self-development to stay updated with the latest technologies and support methodologies.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Excellent problem-solving, communication, and interpersonal skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Exceptional customer service skills and a commitment to providing a top-tier customer experience.
- Proficiency in English.
- Familiarity with ticket management systems is a plus.
Benefits
- Competitive Remuneration Package.
- Training Scheme.
- Excellent Working Conditions.
- Continuous Professional Development.