Customer Support Advisor

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.Our 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, our 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 North America, UK, Ireland, France, Spain, Portugal, Italy and Germany.The Roleeviivo is currently looking for a Customer Support Advisor who'll assist eviivo customers for the North American market. This is a fast paced environment and the ability to multitask and to work well under pressure is essential.Provide multi-channel support and advice to resolve customer queries by phone, chat and web portal methods equally comfortablyExpected daily volume of 30-50 contacts daily at full capacityResolve 85% of customer issues at 1st point of contactAssist eviivo customers to maximise their success through understanding how best to use eviivo technology, and resolve any technical problems they may be experiencing with the eviivo softwareIn addition to technical and usage issues, handle general business enquiries, usually related to guest reservations, and interact with major travel agencies such as Booking.com, Expedia, Airbnb, Agoda etcSet up screen share sessions in order to troubleshoot more complex issues including issues related to eviivo suite and Online Travel Agency connections for exampleEscalate genuine technical issues to 2nd line support or the R&D Team using the CRM systemMeet and exceed customer service KPIs consistentlyIdentify issue trends and report these to the management teamAssist in producing help articles and tools in eviivo University and for internal useAbout You Must be currently based in Dallas, TX and legally authorized to work in the United StatesUniversity degree or equivalent required3-5 years experience in a Customer Support/SAAS Software Support role solving issues on the phone, email and live chatExcellent spoken and written EnglishExcellent problem-solving and analytical skillsTech-savvy with strong troubleshooting and critical thinking skills to identify root causes.Ability to convey complex technical information in a simplified and easy to understand manner to a general audiencePolite, professional, calm under pressureAbility to adapt to changing priorities based on business needsMust be able to work a variety of shifts across 7 daysWhat The Company OffersPermanent full-time contractHealth Care, 401k Plan, PTO along with major holidaysLocation: DallasA team driven by a passion to win, with an unwavering commitment to putting our customers first.Combine hard work and fun within a great company culture together with smart, driven and social people