Position listed on behalf of a partner company managing all applications and next steps.
Partner is looking for a Customer Support Analyst based in India.
Responsibilities
Own approximately 30 customer cases per day across chat, email, and phone, resolving routine and moderately complex issues within agreed service levels.
Investigate customer issues thoroughly by reviewing account history, configurations, workflows, integrations, and the operating environment to identify root causes.
Provide calm, clear, and empathetic support during high-impact situations, including guest check-in issues, payment failures, and other operational problems.
Manage multiple conversations simultaneously while maintaining accuracy, responsiveness, and a consistently high standard of customer service.
Use AI tools to improve case investigation, drafting, triage, and workflow efficiency.
Identify recurring problems and escalate significant or complex issues to senior analysts and Team Leads.
Create accurate Jira tickets for Product and Engineering teams.
Contribute to knowledge-base improvements, FAQs, and internal support resources.
Requirements
1–3 years of experience in a customer-facing technical support role, preferably within SaaS, hotel technology, payments, or another technology-driven environment.
Experience working in a high-volume, queue-based support environment with live chat and measurable service metrics.
Strong troubleshooting and root-cause analysis skills.
Excellent written and verbal English communication skills.
Demonstrated hands-on use of AI tools to improve productivity, investigation, communication, or support workflows.
Familiarity with hotel operations, hospitality technology, property management systems, point-of-sale platforms, or payment technology is advantageous.
Working knowledge of tools such as Salesforce, Aircall, Confluence, or Jira is a plus.
Additional language skills, particularly French, Dutch, German, Spanish, Gujarati, or Swedish, are advantageous.
Conditions
Remote-first working environment with flexible working options.
Unlimited paid holiday.
Participation in a company share program.
Paid parental leave.
Annual learning and development budget of €300.
Work-from-anywhere flexibility.
Relocation options available after one year of service.
Home-office setup budget and monthly work-from-home allowance.
Access to AI productivity tools, including Claude tokens.