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Technical Support Specialist

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Duetto

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Category:
IT - Administration

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Job Description:

The Technical Support Specialist resolves technical customer issues by independently owning cases from start to finish. This role applies analytical troubleshooting skills to a wide range of product inquiries, leveraging the shared knowledge base and contributing to it. The specialist collaborates cross-functionally and escalates software defects to R&D to ensure a smooth customer experience.

Job Responsibility:

  • Full Case Ownership: Manage cases from initial contact through to resolution, investigating a wide range of inquiries, including data discrepancies, integrations, and user interface behaviors
  • Advanced Troubleshooting: Apply critical thinking to diagnose root causes rather than just treating symptoms, utilizing internal tools and logs to investigate complex issues
  • Knowledge Creation (KCS): Go beyond simply using knowledge articles by actively creating new articles and updating existing ones to expand the shared knowledge base and enable customer self-service
  • Collaborative Swarming: Participate in real-time "Swarming" sessions to collectively troubleshoot complex or unfamiliar issues with teammates, fostering a culture of shared expertise
  • Defect Management: Identify and validate software defects versus user errors
  • accurately document findings with reproduction steps, and escalate to the R&D team
  • Operational Excellence: consistently meet expectations for response times and customer satisfaction (CSAT) by managing a steady caseload across the product suite
  • Perform other related duties as needed to support team and company priorities

Requirements:

  • 2+ years of experience in the hospitality industry or hospitality technology space
  • Prior experience in technical support, including familiarity with ticketing/case management systems and data analysis
  • Strong critical thinking skills to diagnose issues, identify root causes, and develop creative solutions
  • Excellent written and verbal communication skills in English
  • Ability to work effectively in a fully remote environment, leveraging collaboration tools to stay connected
  • Availability to adjust shifts +/-2 hours as needed for monthly shift rotations, and participate in a limited holiday coverage rotation

Nice to have:

  • Prior hotel operations or revenue management exposure
  • Proficiency in an additional language
  • Comfortable using tools like Excel, XML, or APIs to investigate data-related issues

Additional Information:

Job Posted:
January 10, 2026

Work Type:
Remote work
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