About Octorate
Octorate is an AI-powered all-in-one platform for hotels and vacation rentals — channel management, PMS, booking engine, messaging, metasearch, and revenue management. Founded in Rome in 2012, we serve 3,400+ hotels and 64,000+ vacation rentals across 100+ countries, processing over 500,000 bookings monthly. We hold Premier or Preferred status with Booking.com, Airbnb, Expedia, Agoda, and Hotelbeds.
We're now expanding into Southeast Asia, and Phuket is our base.
The Role
We're looking for a hands-on Technical Support Specialist to be the first dedicated support presence in Thailand. You'll own the onboarding experience for new clients — making sure their accounts are configured correctly, their OTA channels are live, and they have a reliable person to call when something isn't working.
This is a generalist role in a small team: most of your time will be in support and setup, with occasional involvement in sales demos. You'll work closely with colleagues in Italy and report into local leadership in Phuket.
What You'll Do
Client Onboarding & Configuration
- Configure Octorate accounts for newly signed hotels and vacation rentals — channel manager, PMS, booking engine, and messaging templates.
- Activate OTA channel connections (Booking.com, Airbnb, Expedia, and 160+ others) within the client's account. This is configuration, not development.
- Support clients with payment gateway setup (Stripe, Nexi, PayPal) and digital check-in / Web Concierge activation.
Technical Support
- Serve as the primary point of contact for client technical questions post-onboarding, via chat, email, or phone.
- Diagnose and resolve sync issues, overbooking flags, configuration errors, and system problems.
- Escalate complex bugs to the Italy-based engineering team with clear, documented reproduction steps.
- Monitor client accounts proactively and catch issues before they escalate.
Sales Support (Occasional)
- Join product demos when additional technical support is needed.
- Answer technical questions that arise during the sales process.
What We're Looking For
- Fluent in Thai and English — you'll communicate with local clients and with our international team daily.
- 1–2 years of experience in technical support, helpdesk, or SaaS onboarding.
- Comfortable with web-based platforms; a working understanding of APIs and integrations is a plus.
- Organised, detail-oriented, and able to manage multiple client setups simultaneously.
- Based in or willing to relocate to Phuket. Hybrid working is fine.
What We Offer
- Real ownership from day one — you won't be a ticket-closer, you'll be a client's go-to person.
- A front-row seat to a regional expansion, with genuine room to grow as Southeast Asia scales.
- Tight-knit team, flat structure, direct access to leadership.
- Competitive salary based on experience.
