Customer Support Connectivity Expert
Mews, Czech Republic
Job Description
Can you help us change the world?
Yes, you read that correctly. It sounds grand, but we’ve got big ideas at Mews. We’re transforming the world of hospitality, re-imagining the industry with a best-in-class cloud-based property management solution for hotels, hostels, apartments, and so much more.
We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? If you’re a Customer Support Connectivity Expert, keep reading and tumble down the Mews rabbit hole.
About the role
First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role especially at a rapidly growing company like Mews but if we had to distil it down to a job description (which we do, because this is a job description), it would be this:
We’re looking for a Connectivity Expert who will guide our clients (both customers and integration partners) in the setup and maintenance of over 450+ integrations. Mews Marketplace is a key part of the Mews platform and currently ranking as the most integrated marketplace in hospitality, We have a team of 5 connectivity experts and we're looking toward further growing the team (with someone like you!)
Your mission, should you choose to accept it:
- Replying to clients’ technical support queries in a timely and accurate manner via chat, online meetings, email, and phone in correspondence with established SLAs.
- Resolving product or service problems by clarifying the complaints, determining the cause of the issue, providing and explaining appropriate solutions or alternatives in case of system limitations.
- Understanding machine-readable formats (e.g. JSON, XML).
- Analyzing system logs of API traffic in Rapid7 or any other logging tool.
- Communicating with clients’ IT and general staff regarding their property servers and security settings, and custom Windows Connector integrations to the physical machines.
- Communicating serious or systemic issues to level 3 support and developers via an issue tracker.
- Explaining issues to external partners’ level 1 support teams.
- Escalating client technical issues to external partners’ technical team.
- Creating and maintaining internal operational documentation on certified integrations.
- Working with the documentation team to draft and maintain external documentation and training videos.
- Building brand image by taking the best care of the client and exceeding their needs and expectations.
Requirements
You’ll be a great fit if you bring a few of the below with you:
Benefits
What’s in it for you?
Did you know that Mews was voted the Best Place to Work in Hotel Tech in 2021? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:
- Company shares
- Unlimited holiday (no, this is not a typo)
- Health and wellness plans
- Remote/flexible working
- Regular team events, socials and a legendary annual company gathering, Mews Con (the only con that’s actually a pro)
Who is Mews?
We want to get to know you, so it’s only fair we tell you a little bit about ourselves first. We were founded in 2012 by a team of former hoteliers, and since then we’ve been transforming hospitality for both hotel staff and guests.
Essentially, Mews is a powerful software platform that acts as a central nervous system for hotels, hostels, apartments and more. We use smart tech and automation to make day-to-day operations easier for hoteliers, so they can focus on the thing that really matters: providing remarkable guest experiences.
More than 2,000 properties across 60+ countries are powered by Mews, with more joining every week. Bookings, payments, operations, guest management everything a hotel needs to operate can be done through our solution. We work with some amazing hotels, including Sage Hospitality Group, Machefert Group, The Studen