Job Description

HyperGuest is looking for a 1st tier support to join our team in India!

As a 1st Tier Support at HyperGuest, you will play a pivotal role in maintaining our high standards of customer satisfaction. Your primary responsibilities will include:

You will take initiative in finding the root cause and solve it whenever possible, by investigating the problem while assisting the customers. You will also be in charge of managing a group of Support agents within the Support Department.

Responsibilities

• Provide information and advice to users on our connection and distribution types
• Proactively connect with clients to troubleshoot technical issues
• Investigating problems and guiding customers through troubleshooting processes
• Respond to incoming requests for assistance via email (proactive outbound calls might be needed).
• Ensure excellent service and a high level of customer satisfaction
• Maintain client relationships through product support
• Report customer feedback/issues to relevant departments & follow up
• Taking ownership of your work and contributing to the enhancement of our support processes

Requirements

• Previous experience in other SaaS hospitality-a plus
• Experience on ticketing systems management & configuration (such as Zoho) - Must
• Experience in managing customer inquiries and resolving technical issues
• Positive attitude and sense of responsibility
• Strong communication skills and a customer-centric approach
• Ability to deal with difficult situations in a polite manner and solution- face mind
• Familiarity with hospitality industry practices and reservation systems -a plus