Description
COMPANY OVERVIEW:
eviivo is an award-winning, cloud-based booking and property management platform. We help independent accommodation providers showcase their properties, manage their reservations, and connect with guests.
Its flagship product, eviivo suite, aims to provide hoteliers and hosts with a convenient all-in one solution that makes it easy for them to manage online bookings, guests and travel agencies. Today, eviivo’s customer base consists of 30,000 small independent B&Bs, Guesthouses, Vacation Rental Owners and Hotels using eviivo suite day-in day-out to run their business.
We operate in the UK, Ireland, France, Spain, Portugal, Italy, Germany and North America.
With a culture focused on staff development, a passion for helping the brilliant businesses we represent and a clear vision for growth, we think eviivo has a lot to offer.
POSITION SUMMARY:
eviivo is currently looking for a Customer Success Advisor who'll assist eviivo customers for the North American market. This is an important position focused on customer success. The team is made up of experienced heads and new talent and together everyone has exposure to work across the full range of customer contact methods, including phone, chat and portal. This is a fast paced environment and the ability to multitask and to work well under pressure is essential.
RESPONSIBILITIES:
- Provide multi-channel support and advice to resolve customer queries by phone, chat, and web portal methods equally comfortably
- Resolve 85% of customer issues at first point of contact
- Assist customers in maximizing their success by understanding how best to use the technology and resolving any technical problems they experience
- Handle general business inquiries, including guest reservations, and interact with travel agencies such as Booking.com, Expedia, Airbnb, Agoda, etc.
- Set up screen share sessions to troubleshoot complex issues, including software and OTA connection issues
- Escalate technical issues to 2nd line support or the R&D Team using the CRM system
- Consistently meet and exceed customer service KPIs
- Identify issue trends and report to management
- Assist in producing help articles and tools
QUALIFICATIONS:
- 3+ years of experience in a Customer Support/SAAS Software Support role solving issues via phone, email, and Live Chat (required)
- Must be currently based in Austin, Texas and eligible to work in the US (required)
- Bachelor’s Degree/Diploma from a University is required (please note on resume)
- Excellent spoken and written English
- Tech-minded with strong technical issue-solving capabilities
- Strong customer service orientation with a focus on first-contact resolution
- Excellent problem-solving and analytical skills with a track record of troubleshooting technical issues
- Polite, professional, calm under pressure, and self-motivated to achieve KPIs and objectives
- Ability to explain complex technical topics in a clear, simplified way
- Quick learner of new technologies
- Strong critical thinking skills to identify root causes
- Ability to adapt to changing priorities based on business needs
- Must be available to work a variety of shifts across all 7 days (will not be working all 7 days)
COMPENSATION & BENEFITS:
Salary Range: $60,000 - $65,000 annually
Benefits Include:
- Paid time off (PTO, sick days, vacation days)
- Health insurance
- Dental insurance
- Vision insurance
- Retirement benefits or accounts
- Long term disability insurance
- Short term disability insurance
Work Schedule (40 hours a week, on rotation):
- Monday – Friday between 8:00 AM – 7:30 PM
- Saturday – Sunday between 9:00 AM – 4:00 PM