Technical Customer Support Advisor job Austin Texas
Technical Customer Support Advisor job Austin Texas
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Technical Customer Support Advisor Job

Employer Name: SpiderID: 8769721
Location: Austin, Texas Date Posted: 6/27/2019
Wage: $45000 - $53000 per year Category: Travel Agent
Job Code: BBBH11489

Job Description:

The HT Group is recruiting for a direct-hire Technical Customer Support Advisor for a rapidly growing company in Austin, TX that provides software and support to over 16,000 properties across six continents. The company has won many awards including Best Technology Product through Travolution Awards, Best Accommodation Booking Solutions Provider and Best Property Management System from Business Elite Awards and the Amazon Growing Business B2B Business of the Year award in November 2018.

This is an exciting opportunity for a technical graduate or someone looking to use their technical capabilities in a customer service environment. 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 multi-task and to work well under pressure is essential. In return the successful candidate will be able to hone their technical and customer skills and will be integral to the success of the customer service team and ultimately the company.


  • Assist staff and customers in resolving technical problems with the company's software

  • Access customer PCs to troubleshoot technical issues including the analysis of anti-virus and firewall software impacts

  • Provide support and advice to resolve customer queries by phone, chat and portal

  • Escalate technical issues to the R&D Team using the CRM system

  • Meet and exceed customer service KPIs consistently

  • Handle general support queries in addition to technical issues

  • Identify issue trends and report these to the management team


  • Must be currently based in the US but eligible to work in the UK

  • Must be able to work a variety of shift patterns across 7 days

  • Excellent customer service skills

  • Excellent spoken and written English language and grammar skills

  • Ability to analyze error logs, and interrogate bugs and issues raised by customers or team

  • Knowledge of Web/HTML

  • Ability to identify bugs and potential root causes efficiently and to document these effectively

  • Experience of working in a chat environment would be advantageous although full training will be given

Job Criteria:
Start Date: 07/15/2019
Position Type: Full-Time Permanent
Years of Experience Required:
Education Required:
Overnight Travel:
Vacation Time:

Contact Information:
Contact Name: The HT Group Company Type:
Company: The HT Group

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