Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

We are seeking a CS Implementation Specialist to join our team!

• Troubleshooting and issue resolution: Responsible for diagnosing and resolving technical issues related to software applications. Including examination of logs and database entries (SQL). Work with end-users to identify and troubleshoot problems, and escalate more complex issues to senior technical support or development teams as needed.
• Provide exceptional customer service and communicate technical information to non-technical users in a clear and concise manner. Mostly via email, sometimes via a video call.
• Maintain accurate records of support requests and resolutions using a ticketing system (Zendesk)
• Work closely with other IT team members to ensure timely and effective problem resolution. As a member of the Tier 3 Support team, you will be expected to collaborate closely with Tier 3 Support Developers on a daily basis. This will involve working together to resolve complex technical issues, escalate problems when necessary, and share knowledge and expertise.
• Maintain detailed documentation of configuration settings and troubleshooting steps. This documentation is used to support end-users and train new support team members.

Key Performance Indicators:

• First Reply Time
• Full Resolution Time
• Satisfaction rate
• Number of solved tickets

• Proficiency in English and Polish
• Self-managed person
• A creative and proactive person
• Basics of SQL
• Being organized with daily records
• Understanding of Vacation Rental Business, Property Management Software, and Vacation Rental Sites is a plus