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Technical Support Specialist
hace 2 meses
We are seeking a highly skilled and motivated Technical Support Specialist to join our team at Einzelnet Systems S.R.L. As a Technical Support Specialist, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Triage and manage the queue of incoming cases, ensuring that all necessary information is collected and documented.
- Assign cases to yourself based on your expertise and areas where you can grow and develop your skills.
- Own each case from opening to resolution, relying on training, playbooks, knowledge, and peers to troubleshoot and resolve cases across all Duetto products.
- Document product defects and articulate expected behavior, actual behavior, and repro steps to engineering.
- Participate in peer review of knowledge articles and case escalations, and system monitoring.
- 2+ years of experience in hospitality or hospitality technology.
- Client-centered approach and professional orientation.
- Self-driven, motivated, and over-achievers will fit well with our team culture.
- Good team player, flexible, and positive attitude.
- Intelligent problem solvers will be successful when troubleshooting complex, technical issues.
- Ability to articulate a path to resolution in written English is crucial to success in this role.
- Ability to defuse volatile situations and work under pressure.
- Strong analytical skills, as 50% of our cases deal with integrations and data quality.
- Familiarity with XML is a big plus.
- Ability to manage large complex spreadsheets and familiarity with XML is a huge plus.
- University degree preferred.
- Experience with ticketing systems (Service Cloud, JIRA, etc.).
- Hotel experience in Front Office, Sales, Reservations, or Revenue Management.
- Fluent in English and French/German/Spanish.
We are a team of passionate hospitality and technology professionals delivering a modern platform to hoteliers in over 60 countries. Our solutions address the biggest problems faced by the hospitality industry by simplifying distribution complexity and optimizing profitability with unique and powerful applications that increase conversion, guest loyalty, operational efficiency, and revenue. Our goal is to become the most trusted, effective, and widely used hotel technology company in the world.
