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Role Overview

Working as a Technical Support Specialist at Duetto involves managing a wide variety of complex technical issues related to hotel technology systems, including integration challenges, data flow discrepancies, pricing algorithms, and live revenue management platform demands. This position requires deep analytical skills, critical thinking, and a thorough understanding of hotel operations to provide end-to-end resolution of customer cases.

Company Background

Duetto is a leading technology company in the hospitality industry, pioneering the Revenue & Profit Operating System utilized by hotels, resorts, and casinos worldwide. Founded in 2012 by former Wynn Resorts executives, it offers innovative tools such as GameChanger, ScoreBoard, BlockBuster, and Advance that provide comprehensive insights beyond room pricing. Recognized as the top Revenue Management Software and Best Place to Work in Hotel Tech, Duetto is expanding AI investments and passionately serving diverse clients globally.

Key Responsibilities

Manage and resolve cases independently from initial contact through investigation of data inconsistencies, software integration problems, and user interface behaviors by identifying root causes rather than symptoms.
Create and maintain knowledge base documentation using KCS methodology, enhancing customer self-service and empowering the support team.
Collaborate in real-time with colleagues to troubleshoot complex technical issues by sharing expertise and learning collectively.
Differentiate between software defects and user errors, carefully documenting reproducible issues and escalating confirmed defects to the R&D team for resolution.
Meet established response time and customer satisfaction targets while managing a consistent caseload across the full Duetto product suite.
Utilize internal diagnostics tools, logs, and conduct data analysis involving Excel, XML, APIs, and other resources to resolve intricate technical problems.

Candidate Profile

Minimum of two years' experience in hospitality or hospitality technology support roles with familiarity in ticketing and case management systems.
Strong critical thinking capabilities enabling in-depth root cause analysis.
Excellent written and verbal English communication skills.
Capability to perform effectively in a completely remote work environment using distributed collaboration tools.
Flexibility for shift adjustments up to two hours during monthly rotations and willingness to contribute to holiday coverage as needed.

Preferred Qualifications

Experience or knowledge in hotel operations or revenue management.
Proficiency in additional languages, especially beneficial for coverage in the Asia-Pacific market.
Comfort using data investigation tools such as Excel, XML, and APIs.

Why Join Duetto?

Opportunity to own cases fully, applying comprehensive analytical skills rather than performing basic triage.
Work within a culture that values knowledge sharing through the KCS methodology, helping improve team expertise continuously.
Partake in an AI-first environment where advanced tools streamline problem-solving and reduce repetitive work.
Support and contribute to a highly regarded product used globally by prestigious hotel groups and casinos.

Additional Details

Work location: Singapore (Remote)
Department: Customer Success & Experience
Reporting line: Manager, Technical Support
Monthly shift flexibility of plus or minus two hours, with some holiday coverage responsibilities.

Diversity & Inclusion

Duetto is committed to fostering an inclusive workplace and celebrates diversity. Employment decisions are made without regard to protected characteristics including race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Application Note

Candidates do not need prior hotel technology experience but should possess strong analytical skills, a hospitality background, and enthusiasm to manage technical issues remotely from start to resolution.

Technical Support Specialist