# Training & Support Consultant

**Company:** [Storable](https://hotfix.jobs/companies/storable)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $45k – $60k/yr
**Experience:** 1+ years
**Skills:** Customer Support, technical support, SaaS, Troubleshooting, AI Tools, training delivery, property management systems, CRM, Confluence, knowledge base management
**Posted:** 2026-07-24

> Deliver technical support and tailored training to clients using the Newbook property management platform. Troubleshoot complex issues, prepare clients for go-live, leverage AI tools, and collaborate with internal teams to improve customer experience in the hospitality sector.

## Job Description

## What you'll do every day

- Serve as a primary point of contact for Newbook clients, delivering timely, high-quality support via phone, email, and other channels.
- Diagnose and resolve complex technical issues using structured troubleshooting, replication, and thoughtful escalation to ensure durable resolutions.
- Utilise AI-assisted tools to accelerate troubleshooting, surface relevant knowledge, and improve response quality and efficiency.
- Plan and deliver engaging 1:1 and group training sessions that help clients confidently use Newbook to manage their reservations, operations, and guest experiences.
- Tailor training content and materials to each client's goals, configuration, and operating model.
- Prepare clients for their "go live" by validating data imports and system configuration, mitigating risks, and providing hands-on guidance during launch.
- Maintain accurate, up-to-date documentation of support interactions, training activities, and client feedback in CRM and knowledge systems.
- Contribute to the development and maintenance of knowledge base articles, playbooks, and Confluence pages, leveraging AI tools to improve documentation quality and reuse.
- Collaborate closely with Product, Customer Success, and other internal teams to surface product feedback, reduce repeat issues, and improve the overall client experience.
- Proactively identify opportunities to automate workflows and enhance client outcomes through AI-enabled and process improvements.

## What you need to bring

- 1–3+ years of experience in customer support, technical support, SaaS operations, or a similar customer-facing software environment.
- Strong working knowledge of property management, reservation, or operational SaaS platforms, ideally within hospitality, accommodation, or outdoor hospitality.
- Demonstrated ability to independently resolve complex Tier 2 and Tier 3 issues while consistently meeting SLA, CSAT, and productivity targets.
- Proven experience delivering customer training or enablement (for example, onboarding, webinars, advanced product education, or operational workflow coaching).
- Excellent verbal and written communication skills, with the ability to build strong client relationships and remain professional under pressure.
- Experience using AI-assisted tools to improve troubleshooting, documentation, training effectiveness, or personal productivity.

## Bonus points

- Experience working with Newbook or similar PMS/reservation platforms used by RV parks, campgrounds, or accommodation providers.
- Background supporting customers across multiple time zones and regions.
- Experience creating or maintaining knowledge bases, training documentation, or Confluence spaces.
- Track record of contributing to process improvement, automation, or operational excellence initiatives.
- Experience mentoring peers or supporting less-experienced team members in a support or training environment.

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**Apply:** https://hotfix.jobs/jobs/3da173f0-af18-4438-8678-614db0ccf90b
**Canonical:** https://hotfix.jobs/jobs/3da173f0-af18-4438-8678-614db0ccf90b