About the Company
Were a vacation rental company where great people create exceptional experiences. From our humble beginnings with a simple idea, we've grown into a trusted industry leader delivering genuine hospitality to every guest. What sets us apart isn't just our advanced technology or high property standards, but our culture of doing things the right way, building trust, and supporting each other as a team. When you join Casago, you're not just taking a jobyou're becoming part of a company that values your contributions, invests in your growth, and gives you the opportunity to make a real impact on the homeowners and guests we serve every day.
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The Casago University (CGU) Agent provides essential technical assistance and system support to employees across all Casago branches and franchises. Reporting to the CGU Director, this position focuses on troubleshooting system-related issues, maintaining data accuracy, and ensuring employees can effectively use Casagos platforms and tools. As a key member of the support team, the CGU System Support Agent works closely with various departments to resolve technical challenges, manage system functionality, and improve operational efficiency. This role requires strong problem-solving skills, attention to detail, and the ability to provide clear, concise technical guidance.
Workplace Environment + Expectations
- In-person local office worktime required.
- Reliable transportation required.
- Typically a Monday - Friday workweek with expectations to be flexible to support the needs of the business.
- Occasional travel less than 10% of the time.
- To be based in Puerto Peasco.
- Having a high English proficiency.
Compensation
- $30017 - $36583 / monthly MEX. Actual salary will vary based on skills, experience, education, and/or location.
- Learn more about company benefits and perks below.
Essential Job Functions
- Technical Support & Systems Management:
- Respond to and resolve system-related inquiries from Casago employees.
- Diagnose, troubleshoot, and escalate technical issues to appropriate teams when necessary.
- Conduct regular audits to ensure accurate system data, including property onboarding, pricing updates, and user access control.
- Monitor and report system errors, working with internal teams to ensure timely fixes.
- Assist with system-related processes such as payment reports, reservations, and commission processing for franchise partners.
- Documentation & Reporting:
- Maintain and update technical documentation, including troubleshooting guides and system FAQs.
- Provide recommendations for system improvements based on user feedback and common issues.
- Generate reports on system performance, user inquiries, and technical challenges for review by management.
- Support the development of surveys to collect feedback on system functionality and support services.
- Collaboration & Communication:
- Work closely with site managers and franchise teams to address system-related concerns.
- Keep employees informed of system updates, downtime, and best practices for resolving common issues.
- Collaborate with CGU Learning Partner to ensure employees receive necessary system training but do not conduct training sessions.
- Assist with onboarding new markets by ensuring system readiness and troubleshooting technical challenges.
- Provide additional technical support as requested by the CGU Director or department manager.
- Support continuous improvement initiatives by analyzing program performance, identifying bottlenecks, and implementing process optimizations. Stay current with industry trends, best practices, and emerging technologies relevant to the function.
- Contribute to a collaborative work environment that promotes open communication, innovation, and employee engagement.
- Collaborate with cross-functional teams and stakeholders to align departmental goals with broader organizational strategy.
- Other duties as assigned because every day is different in hospitality!
Skills + Qualifications
- Experience working in hotel, hospitality, vacation or similar industry is highly preferred.
- College education is strongly preferred, though we recognize that great talent comes from many different paths.
- Familiarity with Streamline, VecinoApp, LetsGo, and Good Neighbor.
- Expertise in system modules such as Trust Accounting, Legacy Accounting, Property Care, Pricing Tools, Phone Support, and Admin tools.
- Understanding of OTA dashboards like Airbnb, VRBO, Expedia, and others.
- Strong analytical and troubleshooting abilities.
- Ability to communicate complex technical information clearly to non-technical users.
- Ability to navigate system documentation and provide support based on troubleshooting materials.
- Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
- Communicates clearly and confidentlywhether it's over email, on a video call, or in personand can build strong connections with both team members and clients.
Physical Demands
Ability to move freely (standing, stooping, walking, bending, pushing, pulling, and repetitive hand/finger motions) and lift up to a maximum of twenty-five (25) pounds without assistance.
Benefits + Perks
- Health insurance
- Employee Assistance Program
- Professional growth opportunities
- Employee discounts
- Excellent colleagues and culture
Casago is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law. Veterans are encouraged. Casago is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.
Some positions may require that you drive a personal vehicle and/or company vehicle for work purposes. Employees who are required to drive a personal vehicle must have reliable transportation, a valid drivers license, and be at least 18 years of age. Employees who are required to drive a company vehicle must have a valid drivers license, be at least 21 years of age, and have been a licensed driver for no less than 3 years.
An offer of employment for this role will be contingent upon the successful completion of a background check and / or an OFAC screening, country dependent.
