Customer Onboarding Specialist

eviivo is on a mission 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.

We operate in the UK, Ireland, France, Spain, Portugal, Italy, Germany and North America.

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.

Responsibilities

This is an important position focused on customer success. You will be responsible for the training and setup of new and existing customers on the eviivo suite.

The onboarding process needs to be executed promptly and to the highest possible standard, ensuring new customers first experience of eviivo is a positive one. Each Onboarding Specialist has an impact both on how their customers trade online and on how skilled they are at using our SaaS platform.

Ultimately, the goal is to ensure that the value derived from the eviivo suite far exceeds the customer's expectations.

• Take ownership of each customer from initial remote training to online account activation
• Ensure that a property's content and rate set up is completed according to best practice in order to maximise performance on their own website and OTAs (Expedia, etc.) using the eviivo suite
• Resolve technical implementation issues where possible, otherwise escalate to technical support or distribution team
• Work with other team members to develop new training methodologies, additional client resources and documentation to support client training (e.g. help guides, email templates etc.)
• Provide accurate reporting for all client contact and training on Microsoft Dynamics CRM

About You

• BA/BSc degree in Computer Science, Travel & Tourism or equivalent
• 2-5 years' experience in a Customer Support/SAAS Software Support role solving issues on the phone and Live Chat, or on an Online Training role for a software company, or an operational role in a hotel managing the booking software
• Languages: Fluent in Spanish, Italian and English is mandatory (both verbal and written). Portuguese would be a plus
• Ability to cope with changing priorities, based on business demand
• Ability to multitask and deal with a high volume of records
• Excellent problem solving & analytical skills - Proven experience in troubleshooting technical issues
• Ability to convey complex technical information in a simplified and easy to understand manner to a general audience
• Polite, professional, calm under pressure, and self-motivated to achieve KPI and Objectives
• Aptitude for learning new technologies quickly
• Must be currently based in the Greater Málaga area and eligible to work in Spain

What The Company Offers

• Permanent full-time employment
• Hybrid role from the Greater Málaga area
• 25 days holiday (plus national & local public holidays)
• Employee Assistance Programme
• Challenging and diversified tasks with the opportunity to influence the strategy of the company as it grows on the IBIT market
• A team focused on a passion to win with a complete focus on our customers being top priority
• Combine hard work and fun within a great company culture together with smart, driven and social people