About Stayntouch

Stayntouch, based in Bethesda, MD, is revolutionizing hotel operations through mobile optimized property management solutions. We are the guest-centric property management system, built to empower any guest experience the world’s best owners and managers can design.

Our team of dedicated professionals leverage their expertise to deliver a cloud PMS that streamlines hotel operations, maximizes revenue, empowers staff, and enhances the guest journey. Our mobile SaaS-based platform can run on any device with an internet connection, allowing hoteliers to break free from the front desk, and letting guests choose their own welcome and departure experience. We believe that technology should be unburdened 一 empowering hotels to deliver their own version of the ideal guest experience. Ultimately, great technology exists to facilitate great hospitality, and we are that technology. We provide our solutions to well-known hotels such as the TWA Hotel, The Fontainebleau Miami Beach, Great Wolf Resorts, First Hotels and Okko Hotels.

*This will be a remote position based in the US*

The Support Consultant is a dependable, adaptable, resourceful advocate for our customers. A successful Support consultant enjoys interfacing with people, solving problems, is passionate about customer service and wants to grow within a business development/client services profession. This position will help handle escalated customer cases and use excellent diagnostic and troubleshooting skills to ensure clients are successful in using and understanding Stayntouch applications and its integrations. The Support Consultant acts as a liaison between Client Services and the Engineering team and serves as the voice of the customer into engineering.

Essential Duties and Responsibilities (including but not limited to the following):

Troubleshoot, diagnose and resolve client issues.
Facilitate the entire call resolution process from initial contact (call or email) to final resolution.
Investigate, log and monitor bug reports from discovery through resolution.
Escalate issues, as needed, to appropriate Client business units and Service Providers and document requests following established procedures.
Manage customer expectations and maintain high customer satisfaction.
Work on-call and weekend shifts

Key Qualifications:

Bachelor’s degree and/or equivalent working experience
3+ years of experience in customer support with a B2B or B2C software business
2+ years experience in hospitality software
Experience handling support escalations to engineering teams
Previous experience working directly with business clients
Ability to diagnose, simplify and explain complex issues
Demonstrated troubleshooting and problem-solving skills
Excellent verbal and written communication skills
Strong analytical skills and experience with reporting and data analysis
Strong organizational skills and the ability to meet deadlines in a fun fast paced working environment

Ideal Attributes:

Familiarity with trouble ticketing systems (Jira, Bugzilla, FreshDesk, ZenDesk, etc.)
Experience in a SaaS software company
Familiarity with logging systems (Sumologic, Kibana)
Integration setup knowledge, including POS, S&C, CRS and Comtrol experience

Stayntouch does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status, ancestry, genetic information, veteran status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, political affiliation, and matriculation or any other characteristic protected by law. Employment decisions at Stayntouch are based on merit, qualifications, and abilities. Stayntouch is also committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. If you need assistance or an accommodation due to a disability, you may contact us at hr@stayntouch.com.

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Support Consultant - US