Job Description

We are looking for a proactive Customer Support Specialist to become the first point of contact for hotel teams.You will handle helpdesk requests across many hotel and residential applications and systems. You’ll help users solve their problems quickly, keep requests moving to the right teams and make the support experience smooth and reliable.

JOB REQUIREMENTS:

Must have:

• At least 1 year of experience in customer support, hospitality or another customer-facing role;
• Ability to learn new business applications quickly and adapt fast;
• Comfortable working in a fast-moving and constantly changing environment;
• Very good written and spoken communication skills, and the ability to explain a problem clearly;
• A problem-solving, solution-focused mindset and confidence to make decisions independently;
• Strong attention to detail;
• Ability to handle several requests at once and meet tight deadlines;
• English level: Upper-Intermediate or higher.

Nice to have:

• Knowledge of or experience with Salesforce;
• Experience with Jira Service Management or ServiceNow;
• Experience with the Oracle reservation system.

KEY RESPONSIBILITIES

• Act as the first point of contact for hotel teams, corporate departments and partners on helpdesk requests across multiple hotel and residential applications and systems;
• Manage a high-volume request queue: categorise each request, then resolve it yourself or escalate it to the right team. Typical requests include, but are not limited to:
• user access and login problems;
• permission issues;
• reporting requests;
• data and record questions;
• questions about how features work;
• Provide support by email, chat and online calls;
• Know the applications, their integrations and their owners well, so you can quickly see who to involve and what information is needed;
• Notify users about outages and system changes.

PROJECT

Customer: Our customer is one of the world’s most successful hotel companies. Hotel has 118 properties in 47 countries. For the second consecutive year, the hotel was named the Best Luxury Hotel Chain in the world by Business Traveller magazine.

Type: Enterprise Hospitality / Digital CX Platform.

Stage: Active development with ongoing global rollout.

Technical stack: Salesforce, Jira Service Management / ServiceNow, Oracle reservation system.

Work schedule: Full-time working day, the full remote is available;

INTERVIEW STAGES:

1. Call with recruiter
2. Technical interview
3. Client interview

OUR BENEFITS:

• Opportunity to work with international clients;
• Paid vacations and sick-leaves, additional days-off, relocation bonus;
• Wellness: Medical insurance/ sport compensation/ health check-up+flu vaccination at your choice
• Education: regular tech-talks, educational courses, paid certifications, English classes;
• Fun: own football team, budget for team-lunches, branded gifts
• One of the best IT employers in Lviv (or IT service companies in Ukraine) based on DOU rating

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Recruiter - Oksana Bedrii

*Some elements of our recruitment process are supported by AI tools, while all candidate evaluations remain the responsibility of our recruitment team.