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.
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.
We are currently looking for a Customer Support Advisor who'll assist our customers for the Iberia and Italy market. This is an important position focused on customer support. The team has exposure to work across the full range of customer contact methods, including phone, chat and portal. This position is based out of our Malaga, Spain location with a hybrid work model. Candidates must be local and be able to come into the office as needed (currently 4 days a week).
Provide multi-channel support and advice to resolve customer queries by phone, chat, and web portal methods equally comfortably
Assist customers in maximizing their success by understanding how best to use the technology and resolving any technical problems they experience
Handle general business inquiries, including guest reservations, and interact with travel agencies such as Booking.Set up screen share sessions to troubleshoot complex issues, including software and OTA connection issues
Escalate technical issues to 2nd line support or the R&D Team using the CRM system
Consistently meet and exceed customer service KPIs
Fluent spoken and written Spanish and Italian. Excellent spoken and written English, Portuguese a plus
~ 3-5 years of experience in a Customer Support/SAAS Software Support role solving issues via phone, email, and live chat
~ Strong customer service orientation with a focus on first-contact resolution
~ Permanent full-time employment
~ Hybrid role from the Greater Málaga area, with 4 days in the office
~25 days holiday (plus national & local public holidays)
~ Challenging and diversified tasks with the opportunity to influence the strategy of the company as it grows on the IBIT market
~ Combine hard work and fun within a great company culture together with smart, driven and social people