Product Support Associate, STR (Bilingual Spanish) - Nashville, TN
Core
Provide product and website support via phone, live virtual meetings, and email to resolve client questions, concerns, and issues for the global hospitality sector.
Role type
Product Support Associate (Customer Success)
Builds
STR data benchmarking, analytics, and marketplace insights for the hospitality industry
Domain
Real Estate / Hospitality
Deliverable
client delivery
Required skills
Fluent Spanish and English, Microsoft Office (Excel, Outlook, Word), CRM or case management systems, problem-solving, critical thinking, multitasking, data analysis
Preferred skills
Experience using CRM or case management systems, ability to work across multiple systems simultaneously, strong multitasking and prioritization skills, ability to manage deadlines, ability to work independently, adaptability in a high-growth environment
Technologies
Microsoft Office, ticketing and case management systems
Responsibilities
Maintain strong knowledge of products and services to accurately resolve client questions, Seek to fully understand client needs and deliver comprehensive solutions, Serve as a client-facing point of contact managing inquiries and escalations, Support customers across multiple asset classes including hospitality and short-term rentals, Identify workflow gaps and support continuous improvement initiatives, Support change initiatives by adopting new tools and processes, Accurately document and maintain customer interactions and account information, Create and maintain accurate customer records, Provide customer training including product overviews and platform usage, Support onboarding and knowledge sharing for new team members or clients, Share client feedback, trends, and recurring issues with leadership
Seniority
Mid-level, individual contributor
