Technical Customer Operations Associate

Description

Otelier is looking for a detail-oriented and proactive Technical Customer Operations Associate to support our Technical Customer Operations (TCO) team. This role helps ensure reliable customer support, smooth operational delivery, and effective data monitoring across hotel technology environments.

Responsibilities

• Monitor systems, integrations, data flows, and operational dashboards to identify potential issues before they impact customers.
• Support the Technical Customer Operations (TCO) team with daily operational tasks, project deliveries, customer support activities, and internal coordination.
• Troubleshoot technical issues, investigate root causes, and provide timely, accurate support to customers and internal stakeholders.
• Collaborate with Customer Success, Engineering, Product, and other internal teams to resolve customer queries efficiently and improve the overall customer experience.
• Perform proactive data management activities, including reviewing data quality, validating customer data, identifying inconsistencies, and supporting corrective actions.
• Maintain accurate documentation of technical support cases, resolutions, monitoring findings, and recurring issues.
• Ensure adherence to Service Level Agreements (SLAs) while maintaining strong customer relationships and clear communication.
• Continuously learn Otelier products, hospitality technology workflows, and support best practices to improve operational processes.

Requirements

Requirements

• Strong written and verbal communication skills in English, with the ability to document information clearly and interact effectively with customers and internal teams.
• Required experience or working knowledge of SQL, including querying, reviewing, and validating data.
• Comfortable working in a team-oriented, customer-focused environment.
• Highly self-motivated, detail-oriented, analytical, and proactive in identifying and resolving issues.
• Capable of prioritizing tasks efficiently in a fast-paced, high-pressure setting.
• Currently pursuing a BSc in IT, Computer Science, Information Systems, or a related field from a recognized institution.
• Knowledge or experience with MongoDB and Python is a plus.
• Willingness to work in a 24x7x365 shift schedule.