Technical Support Tier 1 – Maternity Leave Cover

About the role

We are looking for a Tier 1 Technical Support specialist to cover a maternity leave period. You will be the first point of contact for hotel and vacation‑rental teams using Duve’s guest‑experience platform, helping them resolve product and configuration issues quickly and professionally.

Key responsibilities

• Receive, triage, classify and resolve incoming support tickets within the defined scope.
• Own the end‑to‑end ticket experience: keep customers informed, follow up proactively and ensure closure, even when escalation is required.
• Escalate complex cases to Tier 2 with complete hand‑off documentation.
• Guide hotel staff through the Duve dashboard – check‑in flows, guest‑app settings, upsells, messaging templates and account configuration.
• Perform first‑line checks on integration issues such as reservation syncing or missing guest data.
• Meet first‑response and resolution SLAs, prioritising by severity and customer impact.
• Tag and classify tickets accurately for reporting and trend analysis.
• Identify recurring problems, suggest documentation improvements and draft initial help‑center articles.

Required profile

• Minimum 2 years of experience in a customer‑facing support, service or hospitality‑operations role.
• Excellent written English with the ability to explain processes clearly to non‑technical users.
• Strong organisational skills and capacity to manage a high‑volume ticket queue.
• Patience, empathy and the ability to onboard new staff repeatedly.

Required skills

• Proficiency navigating SaaS admin interfaces and learning new tools quickly.