• Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Product and Features. • Provide advanced support for assigned escalated Product ticket queues. • Work alongside Customer Support Representatives (CSR) to resolve on-demand inbound support requests. • Review the escalated ticket notes provided by Customer Support Representatives and follow the escalation procedures as needed. • Troubleshoot and resolve escalated tickets. • Conduct appropriate follow-up with clients to ensure timely resolution. • Ensure all applicable internal & external stakeholders are fully informed throughout the resolution process. • Fully document client issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required. • Continually assess support processes to identify potential improvements. • Attend product team meetings and sprint reviews regularly. • Submit knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3). • Submit major bug information drafts within their associated product group(s) to Support Product Managers. • Submit feedback to the Manager of Customer Support regarding the Customer Support Representative’s (L1) escalation notes & customer-facing communications.

Bnberry is looking for a highly organized and customer-focused Reservations Specialist - Hospitality to join our dynamic team. In this role, you will be responsible for managing hotel reservations and ensuring that our clients receive exceptional service throughout their booking experience. Your attention to detail and strong communication skills will play a vital role in enhancing customer satisfaction and supporting our mission to connect hotels with short-term rental platforms. Key Responsibilities: - Handle incoming reservation requests via phone, email, and online platforms, providing timely responses and confirming bookings. - Maintain up-to-date knowledge of hotel offerings, rates, and policies to assist clients effectively. - Assist guests with inquiries related to their reservations, modifications, cancellations, and special requests. - Input and manage booking information in the reservation system with a high level of accuracy. - Collaborate with hotel partners to assist in managing room inventory and optimizing occupancy rates. - Monitor reservation-related issues and trends, reporting any irregularities to management. - Provide exceptional customer service to ensure a positive experience for all guests.

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Product Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What You Will Do: - Deliver outstanding customer support via chats emails, and calls; - Assist customers with product-related inquiries; - Support customers throughout the purchase process; - Stay up to date with product changes and updates; - Troubleshoot technical issues over the phone; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists; What you need to succeed in this role: - Excellent English (C1 for both written and spoken is a must); - 1+ year experience in customer support; - Strong verbal communication skills; - Previous experience with a wide product range; - Comfortable using technical terminology and guiding customers through troubleshooting steps; - Pre-sales experience; - Attention to details ; - Strong analytical thinking and research skills; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload); Benefits: - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements; *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Who are we? SupportYourApp is a global Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions? Join our community as a Product Support Consultant today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes. What You Will Do: - Deliver outstanding customer support via chats emails, and calls; - Assist customers with product-related inquiries; - Support customers throughout the purchase process; - Stay up to date with product changes and updates; - Troubleshoot technical issues over the phone; - Maintain deep understanding of client solutions and meet KPI; - Communicate with developers and cross-functional specialists; What you need to succeed in this role: - Excellent English (C1 for both written and spoken is a must); - 1+ year experience in customer support; - Strong verbal communication skills; - Previous experience with a wide product range; - Comfortable using technical terminology and guiding customers through troubleshooting steps; - Pre-sales experience; - Attention to details ; - Strong analytical thinking and research skills; - Positive, proactive and responsible attitude; - Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload); Benefits: - Flexible schedule; - Opportunity to cooperate fully remotely; - Inclusive international environment; - Compensation in USD; - Rewards for referring friends; - Balance between project workload and personal time, but also – internal health policy; - Responsive leadership interested in your development and long-lasting cooperation; - Greenhouse conditions for self-development; - A culture built on trust, with no time-tracking requirements; *The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected. You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn. So if you're a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us! Over 1300+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp. Know someone perfect for the role? Refer them and get rewarded! We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law. Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.