Customer Success Manager - Product Support
14 days ago
Valladolid
🧩 Who We Are At Civitfun, we develop technology solutions that digitalize and automate key processes in the hospitality industry. Our flagship product, Online Check-in, enables hotels to offer a smooth, contactless, and personalized experience to their guests. We work with hotels around the world, and our commitment is to deliver specialized, efficient, and high-quality technical support, aligned with the excellence of our products. 💼 What Will You Do in This Role? As a Support Technician in the Customer Success team, you'll be responsible not only for resolving technical and functional issues reported by our clients, but also for actively contributing to the continuous improvement of our support model, hotel care and tool usage We're looking for someone analytical, goal-oriented, and committed to excellence—who can help us drastically reduce resolution times and consolidate Civitfun as a company known for its clear, agile, and effective technical support. You’ll handle requests from receptionists, hotel managers, and IT teams, performing rigorous analysis to offer well-founded diagnoses with clear and empathetic communication. You won't manage or build integrations, but you will need to understand the interactions between PMS systems and our services to detect basic errors and assist in their resolution. ✅ Key Responsibilities • Manage tickets and incidents via Zendesk, ensuring efficient, clear, and well-documented follow-up., • Analyze technical issues by reading logs and error messages, identifying common patterns or basic failures., • Use Kibana to analyze system behavior through the Dashboard and Discover views., • Use Postman to review responses and log traces during technical troubleshooting., • Detect failure points in communication between PMS and our systems, providing an initial technical diagnosis., • Escalate well-documented technical issues to the development team via JIRA., • Review and adjust configurations involving HTML structures within our tools when needed., • Guide and support clients in technical processes and ensure correct usage of our solutions., • Monitor workflows of our products (Online Check-in, Police Report, Guestlink) to ensure they work as expected., • Collaborate in improving the quality, stability, and efficiency of our technical support. 🧠 Ideal Profile Previous experience in technical support, IT customer service, or SaaS environments. Required technical skills: • HTML (basic/intermediate), • JSON (structure and validation), • Reading and interpreting logs and API errors, • Tools: Kibana (Dashboard & Discover), Postman, Zendesk, JIRA, Microsoft and Google Drive environments, • Ability to provide clear, structured technical diagnoses for functional or integration-related issues., • Excellent written communication, empathy, and ability to translate technical concepts for non-technical users., • Ability to multitask in a dynamic, high-demand environment, focused on results and goal achievement., • Adaptable profile, comfortable with frequent changes and evolving workflows, processes, and priorities., • Experience or functional knowledge of PMS like:, • Opera Cloud, OHIP, Noray, Winhotel, Timón Hotel, QuoHotel (valued), • Intermediate to high level of Spanish and English (spoken and written).
