Job description
Duetto is a leading revenue management platform for the hospitality industry, empowering hotels and casinos to optimize pricing, distribution, and profitability. We operate fully remotely, with a diverse, global team that values adaptability, knowledge-sharing, and continuous improvement.
ABOUT OUR TEAM
The Technical Support team at Duetto delivers timely, knowledgeable, and personalized assistance to our customers. Our support model is “touch and hold,” meaning each Specialist fully owns their assigned cases from start to finish. We are a knowledge-centered organization, using KCS (Knowledge-Centered Service) methodology to ensure that every resolved case contributes to and leverages our shared knowledge base. We embrace AI to help resolve issues effectively, and value the human connection and the high level of service we provide to customers.
We measure our success using key performance indicators, including:
- First Response Time: Under 2 hours
- Customer Satisfaction (CSAT): 4.7 or higher
- Case Volume: Each Specialist manages approximately 125 cases per month
Our team thrives in a culture of collaboration, adaptability, and continuous learning, supported by practices like Swarming (real-time problem-solving with teammates) and active knowledge sharing. We provide a clear career track, offering growth opportunities as you demonstrate mastery of technical skills, leadership in knowledge creation, and positive contributions to the team’s success.
WHAT YOU’LL DO
Case Management & Ownership:
- Self-assign cases within your skill set while continually taking on more complex issues to grow your expertise.
- Investigate and resolve a wide range of technical inquiries, from data discrepancies and integrations to user interface guidance.
- Manage approximately 125 cases per month across the full suite of Duetto products, ensuring timely and accurate solutions.
Knowledge-Centered Service (KCS):
- Resolve cases by leveraging or creating a knowledge article to expand our Resource Hub.
- Author at least two new articles per month to enhance our knowledge base and enable self-service.
Swarming & Collaboration:
- Engage in Swarming sessions where Specialists collectively troubleshoot complex or unfamiliar issues.
- Ask for help when needed and offer your expertise to teammates, fostering a supportive, solution-oriented environment.
Defect Identification & Escalation:
- Recognize when customer-reported issues stem from software defects.
- Accurately document and escalate these findings to the R&D team, ensuring prompt attention and resolution.
Customer Communication:
- Communicate clearly, empathetically, and professionally throughout the case lifecycle.
- Provide guidance that is easy for customers to understand, regardless of their technical background.
QUALIFICATIONS & EXPERIENCE
Hospitality Technology Background:
- 2+ years of experience in the hospitality industry or hospitality technology space. Prior hotel operations or revenue management exposure is highly valuable.
- Experience translating hospitality business needs into technical support solutions is a strong plus.
Technical Aptitude:
- Prior experience in technical support, including familiarity with ticketing/case management systems, data analysis, and troubleshooting integrations.
- Comfortable using tools like Excel, XML, or APIs to investigate data-related issues.
- Able to quickly learn new systems, adapt to evolving product features, and address unique customer scenarios.
Communication & Collaboration:
- Excellent written and verbal communication skills. Fluency in English is required, and proficiency in an additional language is preferred.
- Able to work effectively in a fully remote environment, leveraging collaboration tools (e.g., Slack, Google Meet) to stay connected and maintain productivity.
- Demonstrated ability to share knowledge and best practices, contributing to a supportive team culture.
Problem-Solving & Adaptability:
- Proven ability to handle changing priorities, adapt to new challenges, and remain calm under pressure.
- Strong critical thinking skills to diagnose issues, identify root causes, and develop creative solutions.
WORK ENVIRONMENT & SCHEDULE
Remote-First Culture:
- Work from anywhere within the U.S., enjoying a highly collaborative, fully remote environment.
- Embrace autonomy and self-discipline to maintain productivity and continuous learning in a remote setting.
Shift Flexibility:
- Staggered weekday shifts start between 6 a.m. and 9 a.m. GMT, chosen via a monthly shift bid process.
- Shifts typically run 8 hours plus a 1-hour lunch break, providing a structured yet flexible daily schedule.
Holiday Coverage:
- Limited holiday coverage is required on a volunteer basis. In exchange, volunteers earn a floating holiday for personal use at a later date.
WHY JOIN DUETTO?
- Impactful Work: Play a key role in driving customer satisfaction and product value, directly influencing hotel revenue optimization strategies.
- Growth Opportunities: Develop advanced troubleshooting skills, become a KCS champion, and progress to Senior Specialist or other leadership roles based on your performance and contributions.
- Collaborative Culture: Join a team that values continuous improvement, open communication, and shared success. Your insights and creativity are welcome here.
- Competitive Compensation & Benefits: Enjoy a starting salary commensurate with market expectations and a comprehensive benefits package.
Ready to shape the future of hospitality revenue management through exceptional technical support? Apply today to join the Duetto team and contribute to our mission of delivering best-in-class service to our customers.
About Duetto:
Duetto delivers a suite of SaaS cloud-native applications for hospitality businesses to optimize every booking opportunity for greater revenue impact. The unique combination of hospitality experience and technology leadership drives Duetto to look for innovative solutions to industry challenges. The software as a service platform allows hotels, casinos, and resorts to leverage real-time dynamic data sources and actionable insights into pricing and demand across the enterprise. For more information, please visit https://www.duettocloud.com/.
