SaaS Technical Support Analyst (European Time Zone) EzRez Software

Responsibilities:

We are looking for candidates who are smart, hard-working, and passionate about customer satisfaction. As a member of our Level-1 Technical Support team, you will be responsible for supporting our global client base in running their day to day business. Being able to work with international clients and individuals of different cultures is essential. This position will provide support for our customers in the European time zone, with occasional swing shifts. The position will primarily be remote.

Time ZoneTime
9:30PM ? 6:00AM Hawaii
11:30PM ? 8:00AM Pacific

Providing technical guidance to customers in response to service requests received
Championing and coordinating resolution of customer support issues.
Coordinate with the Tier2/3 teams in the event of emergencies and outages.
Ensuring all customer communications are professional, accurate, and timely.
Developing technical content for inclusion in the support knowledge base.
Utilizing support CRM and other project management tools such as RightNow and Target Process for problem recording, tracking and communication.
Effectively prioritize issues and requests to ensure client satisfaction.
Clearly and concisely communicate status updates and issue resolution.



Requirements:

Must possess a strong customer service attitude and excellent written/verbal communication and interpersonal skills.
Experience supporting a SaaS software platform.
Experience in web-based technology.
Strong research, analytical, multi-tasking, follow-up and problem solving skills.
Ability to effectively manage and escalate customer issues towards resolution.
Ability to work in a fast-paced and changing environment that requires concurrently managing various tasks and priorities.
Bi-lingual or Multi-lingual a plus.



Switchfly is a venture backed, San Francisco based Software-as-a-Service company. Our multi-tenant, internationalized, SaaS platform powers travel companies, travel agencies, and loyalty programs for the most recognizable brands around the world including:

United, American, and Continental - largest airlines in the United States
TAM and LAN - largest airlines in South America
AirAsia - the fastest growing low cost carrier in Asia
American Express, Starwood Hotels, InterContinental Hotel Group, and many more


Our system processes millions of searches per month with bookings in over 100 countries and 20 currencies. We are aggressively growing our team to meet increased business demand and are looking for talented individuals to join us.

Location:	50 First Street Seventh Floor San Francisco, CA 94105 United States