Technical Support Specialist - Freelance, Remote

The Impact you’ll make

• Respond to customer inquiries through live chat with professionalism and speed
• Provide technical troubleshooting for product features, integrations, and platform functionality
• Handle phone and email support requests when needed to ensure comprehensive coverage

• Diagnose and resolve issues related to calendar syncing, channel integrations (Airbnb, VRBO, Booking.com), and smart device connectivity
• Guide customers through setup processes for AI auto-replies, dynamic pricing, and direct booking features
• Ensure timely and accurate resolutions while maintaining attention to detail in all interactions

• Maintain detailed records of customer interactions, issues, and resolutions in CRM/ticketing systems
• Document recurring issues and system bugs, escalating them to appropriate internal teams
• Review and update customer information with strong attention to detail

• Adjust communication style based on customer needs—from patient and educational for new hosts to efficient and technical for experienced property managers
• Maintain a professional yet personable tone across all customer touchpoints
• Collaborate proactively with team members to resolve complex customer concerns efficiently

• Follow internal support procedures and quality guidelines to deliver consistent service
• Meet or exceed quality standards set by both internal teams and client assessments
• Demonstrate adaptability and willingness to learn new tools, processes, and product updates

Skills, Knowledge and Expertise

• Minimum 1 year of experience in technical support with live chat as a primary channel (omni-channel support experience required)
• Native-level English proficiency (C2) with exceptional written and verbal communication skills
• Proven ability to adjust tone and communication style based on customer context—from professional to personable
• Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues
• Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams
• Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have)
• Experience working with international clients or English-speaking markets (nice to have)

•  Full weekend availability required (Saturday and Sunday) with graveyard shift flexibility. Must be willing to work APAC or EU timezone based on business needs. 

• Rate starts at $2.50 per hour
• Payment is made via Deel

• Candidate must have the following WFH Set-Up:
  • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
  • Internet speed of at least 40MBPS
  • Headset with an extended mic that has noise cancellation and a webcam
  • Back-up computer and internet connection
  • Quiet, dedicated workspace at home

Benefits