Customer Support Advisor (North American Market)

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.

Our 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, our 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 North America, UK, Ireland, France, Spain, Portugal, Italy and Germany.

The Role

eviivo is currently looking for a Customer Success Advisor to support our North American customers. This role requires availability to work both shifts 2:00pm-11:00pm/3:00pm-12:00am daily (including a one-hour break). The position is fast-paced, so the ability to multitask and perform effectively under pressure is essential.

• Provide multi-channel support and advice to resolve customer queries by phone, chat and web portal methods equally comfortably
• Expected daily volume of 30-50 contacts daily at full capacity
• Resolve 85% of customer issues at 1st point of contact
• Assist eviivo customers to maximise their success through understanding how best to use eviivo technology, and resolve any technical problems they may be experiencing with the eviivo software
• In addition to technical and usage issues, handle general business enquiries, usually related to guest reservations, and interact with major travel agencies such as Expedia, Airbnb, Agoda etc
• Set up screen share sessions in order to troubleshoot more complex issues including issues related to eviivo suite and Online Travel Agency connections for example
• Escalate genuine technical issues to 2nd line support or the R&D Team using the CRM system
• Meet and exceed customer service KPIs consistently
• Identify issue trends and report these to the management team
• Assist in producing help articles and tools in eviivo University and for internal use

About You

• Must be currently based in the UK and legally authorised to work in the UK
• University diploma/degree required
• 3-5 years experience in a Customer Support/SAAS Software Support role solving issues on the phone, email and live chat
• Excellent spoken and written English
• Excellent problem-solving and analytical skills
• Tech-savvy with strong troubleshooting and critical thinking skills to identify root causes.
• Ability to convey complex technical information in a simplified and easy to understand manner to a general audience
• Polite, professional, calm under pressure
• Ability to adapt to changing priorities based on business needs
• Must be able to work a variety of shifts across 7 days

What the Company Offers

• Permanent full-time role
• 25 days holiday per year, plus statutory bank holidays
• Healthcare, pension, EAP
• Hybrid role (both office and remote work). The office located in Farringdon, London.
• A team driven by a passion to win, with an unwavering commitment to putting our customers first
• Combine hard work and fun within a great company culture together with smart, driven and social people

To apply for this position please email our HR team with a copy of your CV and put the job title in the subject line.