Job Description

Job Description

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.

The Role

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.

This position is based out of our Austin, Texas location with a hybrid work model. Candidates must be local and be able to come into the office as needed.

• 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 1st point of contact
• Assist 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 software
• In 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 etc
• Set up screen share sessions in order to troubleshoot more complex issues including issues related to eviivo suite and Online Travel Agency connections for example
• Escalate genuine technical issues to 2nd line support or the R&D Team using the CRM system
• Meet and exceed customer service KPIs consistently
• Identify issue trends and report these to the management team
• Assist in producing help articles and tools in eviivo University and for internal use

About You

• Must be currently based in Austin Texas and eligible to work in the US
• Excellent spoken and written English
• University diploma/degree required
• 3-5 years experience in a Customer Support/SAAS Software Support role solving issues on the phone, email and Live Chat
• 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 convey complex technical information in a simplified and easy to understand manner to a general audience
• Aptitude for learning new technologies quickly
• Strong critical thinking skills to identify root causes
• Ability to adapt to changing priorities based on business needs
• Must be able to work a variety of shifts across 7 days

What The Company Offers

• Full-time employment, permanent contract
• Health Care, 401k Plan, PTO along with major public holidays
• Hybrid remote / Office work in Austin
• Challenging and diversified tasks with the opportunity to influence the strategy of the company as it grows in the US
• A team focused on a passion to win with a complete focus on our customers being top priority
• Combine hard work and fun within a great company culture together with smart, driven and social people

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