Remote Customer Support Specialist - Hospitality Tech

Placements24; Lorenziberg; Remote; EUR 35,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Job summary

Placements24 is seeking a Remote Customer Support Specialist to join our hospitality technology team. You will be the primary contact for clients using our SaaS platforms, providing technical support, troubleshooting issues, and guiding users to maximize product value from a home office.

Ideal candidates have SaaS customer support experience, excellent communication skills, and a strong understanding of hospitality operations. Fluency in English is required; other languages are a plus.

Qualifications

• Experience in customer support, preferably SaaS or hospitality tech.
• Ability to troubleshoot software issues and explain technical concepts clearly.
• Strong communication and active listening skills.

Responsibilities

• Provide first-line technical support to clients via email, chat and phone.
• Troubleshoot and resolve software-related issues efficiently and effectively.
• Document customer interactions, issues, and resolutions in the CRM system.
• Identify and escalate complex issues to senior support staff or development teams.

Skills

Technical support

SaaS knowledge

CRM familiarity

Clear communication

Problem solving

Tools

CRM software

Ticketing systems

Job description

About the Role

Our client, a leading innovator in hospitality technology solutions, is seeking a dedicated Remote Customer Support Specialist to join their growing global team. In this fully remote role, you will be the primary point of contact for clients using our cutting-edge software platforms. Your mission will be to provide exceptional technical support, troubleshoot issues, and guide users to maximize their experience with our products. This is an exciting opportunity to work with a dynamic company that is transforming the hospitality industry, all from the comfort of your home office. You will be instrumental in ensuring our clients - hotels, restaurants, and event venues worldwide - receive timely and effective assistance, contributing directly to their success and our company's reputation for outstanding support. This role requires a proactive problem-solver with a strong technical aptitude and a deep understanding of the hospitality sector.

Key Responsibilities

• Provide first-line technical support to clients via email, chat, and phone.
• Troubleshoot and resolve software-related issues efficiently and effectively.
• Guide clients through product features and functionalities, offering best practice advice.
• Document customer interactions, issues, and resolutions in the CRM system.
• Identify and escalates complex issues to senior support staff or development teams.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Proactively monitor client systems and identify potential issues before they impact users.
• Gather client feedback and relay insights to product and engineering teams for service improvement.
• Maintain a high level of customer satisfaction through professional and empathetic support.
• Participate in ongoing training to stay updated on product developments and technical skills.

Requirements

• Previous experience in a customer support or technical support role, preferably in the SaaS or hospitality technology sector.
• Strong understanding of hospitality operations (hotels, restaurants, event management) is essential.
• Excellent troubleshooting and problem-solving skills.
• Superb communication and active listening skills.
• Ability to explain technical concepts clearly to non-technical users.
• Proficiency with CRM software and helpdesk ticketing systems.
• Self-motivated and able to work independently in a remote environment.
• Reliable high-speed internet connection and a dedicated home office space.
• Fluency in English; additional languages are a plus.
• A passion for technology and the hospitality industry.

Benefits

Our client offers a competitive salary, a comprehensive remote benefits package including health insurance, retirement savings plan, and paid time off. You'll have the flexibility to work from anywhere within your designated region, access to continuous professional development, and the opportunity to be part of a forward-thinking company shaping the future of hospitality technology. This is a fully remote position, offering excellent work-life balance.