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Customer Tech Support - German

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SiteMinder

5d ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Galway

AI generated summary

  • You must be fluent in German and English, have strong IT skills, analytical abilities, and experience in customer support, preferably in a contact center or hospitality. Knowledge of SQL/Python is a plus.
  • You will provide technical support, build customer relationships, resolve issues, manage cases per SLAs, and guide teammates while acting as a technical expert across various communication channels.

Requirements

  • High level of customer service and IT technical skills.
  • Fluent German and English communication skills, both written and verbal.
  • Strong Analytical skills - You’ll be able to quickly analyse problems, determine the root cause and reach a resolution.
  • An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.
  • An ability to diagnose and troubleshoot web browser and connectivity issues.
  • Great capacity for both internal and external customer interaction as well as conflict resolution.
  • Stakeholder management and working across internal teams to find solutions.
  • Desirable: Previous experience working in a high volume contact centre providing technical customer support.
  • Desirable: Previous experience working in the hospitality industry in a technical or guest facing capacity.
  • Desirable: Previous experience dealing with database query languages or tools (e.g. SQL, Python)

Responsibilities

  • Provide Technical Support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Spanish speaking world.
  • Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.
  • Identify customer support and configuration requirements, set customer expectations and resolve their issues, delivering against customer demands and internal KPIs.
  • Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.
  • Act as a technical expert, identifying issues and communicating issues and requirements internally.
  • Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally.

FAQs

What language skills are required for the Customer Tech Support role?

Fluency in German and English communication skills, both written and verbal, are required.

What kind of technical skills should a candidate have for this position?

A high level of customer service and IT technical skills, the ability to diagnose and troubleshoot web browser and connectivity issues, and strong analytical skills are essential for this position.

What type of experience is desirable for applicants?

Previous experience working in a high volume contact centre providing technical customer support, experience in the hospitality industry in a technical or guest-facing capacity, and familiarity with database query languages or tools (e.g., SQL, Python) are desirable.

What does the role primarily focus on?

The role primarily focuses on providing technical support to all SiteMinder labeled products and services, with a particular emphasis on the Spanish speaking world.

Are there any perks and benefits offered with this position?

Yes, the position offers perks and benefits such as equity packages, a hybrid working model, mental health initiatives, generous parental leave, and investment in personal growth through training.

How is team culture at SiteMinder?

SiteMinder promotes a diverse and inclusive culture that encourages employees to bring their unique selves to work and values a variety of voices, identities, backgrounds, experiences, and perspectives.

What are the key responsibilities of the role?

Key responsibilities include providing technical support, developing strong customer relationships, identifying support and configuration requirements, ensuring timely case resolution, and acting as a technical expert and escalation point for frontline teammates.

How do I apply for this job?

Interested candidates can apply by sending a copy of their resume. It’s encouraged to include pronouns and any adjustments needed during the interview process.

Is there a focus on mental health and well-being?

Yes, the company offers initiatives focused on mental health and well-being for its employees.

SiteMinder

The name behind the only software platform that unlocks the full revenue potential of hotels.

Technology
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

SiteMinder is a leading provider of cloud-based hotel distribution and booking technology, designed to help hotels and accommodation providers manage their online presence and maximise their bookings. The company offers a platform that integrates with various online travel agencies (OTAs) and booking channels, enabling hotels to efficiently manage reservations, rates, and availability. SiteMinder’s ultimate mission is to empower hotels with innovative technology that enhances their online visibility and drives revenue growth. Their purpose is to streamline the booking process, optimise hotel operations, and provide a seamless experience for both hoteliers and travellers in the increasingly competitive hospitality industry.