Why Work At Preno?
Preno is a kiwi-owned software company that works with accommodation providers around the world, providing category leading Property Management Software. We currently have customers in 25 countries and we’re growing quickly! Preno is the core product in an accommodation business and we integrate with other leading software solutions such as Xero, Kounta, Stripe, Siteminder and STAAH. Come and join our team as we continue our growth journey!
Currently we are looking for a highly motivated and experienced Technical Support Specialist to join our Customer Success team. This is a key role in the Customer Success team. You will be providing technical expertise to enable the team to effectively onboard and support our customers, new and established for their ongoing success. You will be in a critical role, introducing prospective customers to Preno and supporting them through the buying process.
Areas of responsibility:
Customer onboarding: Facilitate new customer onboarding, setup and configuration sessions for new Preno customers by guiding them through the software via online onboarding and training sessions.
Customer support: Primarily responsible for “Tier 2”/technical support. This involves reviewing integration logs and database records to troubleshoot and fix customer issues.
Be responsible for our customers successful use of Preno, including picking up from sales conversions, proactive outbound calling and emailing, responding to feedback and requests for assistance.
Continuous improvement: Evaluating and increasing the effectiveness of the Success and Support functions through systems, process, workflow improvement.
Support the Product team by facilitating customer feedback to the Product team.
Undertake additional admin duties as and when required.
Skills and experience:
Demonstrable prior experience in a customer support or similar role in a software company.
Experience working with a wide range of software and technical environments, including the use of API’s and the configuration of software.
Customer focused – A proven ability to develop excellent customer relationships.
Technical – You’re proficient with interpreting JSON, XML and CSV data. You’re a magician with Excel (or other data formatting tools).
Communication and work ethic – Capable of taking initiative in customer success and support to achieve successful customer outcomes. Ability to write and edit documentation, both internal and external, pertaining to the product use by customers. Accuracy with both spoken and written English is essential.