Technical Customer Support (L1/L2) - Must have SaaS exp

Job Title: Technical Customer Support – (SaaS )

Experience: 1 Years

Our client is leading B2B SaaS provider offering solutions that empower the hospitality industry to automate operations, enhance guest experiences, and drive growth. Our innovative platform is used by hotels, vacation rentals, and property managers to streamline their day-to-day processes.

Role Description

You will be working as a Technical Support Specialist with experience in Hospitality SaaS or Property Management Systems (PMS), helping customers remotely troubleshoot issues they face integrating their hardware with Lynx software. This includes troubleshooting door locks, cameras, uploading database errors, logs, etc. Training will be provided.

Key Responsibilities

• Experience working with SaaS /Hospitality SaaS platforms or Property Management Systems (PMS) is required.
• Provide technical support and troubleshooting for hardware and software issues, ensuring timely resolution and customer satisfaction.
• Assist customers in connecting hardware devices to smart applications, guiding them through setup and configuration processes.
• Assist customers with technical issues via email, chat, and phone
• Provide excellent customer service and ensure satisfaction
• Escalate complex issues and maintain accurate documentation
• Experience with Hardware/IoT devices ideally Smart home Devices like Smart Lock, sensors etc.
• Work time zone: EST / CST / PST
• Familiarity with SAAS products Note: This job require 10-30% onsite smart lock installation support (Travelling charges will be reimbursed)
  
  

Skills: b2b,issue resolution,hospitality saas,saas,client satisfaction tracking,documentation,relationship management,customer service,software issues,troubleshooting,smart home devices,pms,property management systems (pms),communication skills,hardware integration,business reviews,saas products,software support,property management systems,sql,property management,hardware installation,hospitality industry,cross-functional collaboration,hardware/iot devices,iot devices,customer success,api,client onboarding,technical support,b2b saas,churn prevention,customer success management,smart locks,software,communication,customer