IT Support

• Work tickets from the shared support queue and prioritize workload based on severity, customer impact, and ticket age
• Provide customer support through phone, email, and chat
• Answer product and workflow questions and guide customers through software features, configuration, and operational processes
• Review AI-generated classifications and drafted responses, correct them when necessary, and take over conversations requiring direct human assistance
• Diagnose issues across hospitality products, environments, database regions, integrations, and workflows
• Troubleshoot integrations involving availability, reservations, rates, restrictions, transactions, and third-party data
• Use logs, audit trails, request and response data, and system behavior to determine where integration handoffs failed
• Support card payment and terminal setup, connectivity, batching, settlement, refunds, duplicate charges, tokenization, and processor-side issues
• Troubleshoot room and rate mapping, availability and restriction updates, and OTA connectivity with Booking.com, Expedia, Agoda, Airbnb, and similar platforms
• Maintain accurate ticket classifications, customer and organization details, product fields, priorities, severity, troubleshooting notes, and supporting evidence
• Create or contribute to reusable macros, internal procedures, Help Center articles, training opportunities, and product improvement requests
• Participate in a global follow-the-sun support schedule with shift rotation and weekend coverage
• Collaborate with the support team to investigate issues, share product knowledge, and resolve difficult tickets

IT Support jobs in Lebanon

Customer Technical Support Specialist