Customer Tech Support - German

SiteMinder; Barcelona; Hybrid; EUR 38,000 - 58,000; Full time

Benefits offered by this job

Hybrid role

Mental health and well-being

Generous parental leave

Birthday, study and volunteering leave

Social clubs and team events

Employee Resource Groups

Training for advancement

Job summary

SiteMinder in Barcelona seeks a German-speaking tech support specialist to assist customers and partners across the region. You will provide technical support for SiteMinder products, build strong client relationships via phone and chat, and ensure issues are resolved promptly according to SLAs.

The role requires fluent German and English, excellent customer service, and keen analytical abilities. A hybrid work setup and opportunities for growth are offered to support your development.

Qualifications

• High level of customer service and IT technical skills.
• Fluent German and English communication skills, both written and verbal.
• Strong analytical skills to quickly analyse problems and determine root cause.
• Curiosity to understand our products and ask the right questions to identify issues.
• Tech-savviness across multiple technical platforms and systems in a fast-paced env.
• Stakeholder management to coordinate across internal teams and deliver great customer experience.
• Open to learning and feedback.

Responsibilities

• Provide technical support for all SiteMinder-labelled products and services to internal and external customers.
• Develop strong customer relationships by providing exceptional technical support and consultation across our phone, chat and other channels.
• Identify customer support needs and configuration requirements, set expectations and resolve issues meeting KPIs.

Skills

Customer service

German language

English language

Analytical thinking

Tech-savviness

Stakeholder management

Curiosity

Job description

What We Do...

At SiteMinder, we believe our success comes from our people. We build diverse, inclusive teams where different voices, backgrounds and perspectives are valued. Our differences drive innovation for our customers, and our people bring the ideas, expertise and energy that help us keep moving forward. We’re better together.

Right now, somewhere in the world, a hotel is taking a booking or increasing their revenue through technology you could help build. SiteMinder is the world’s leading hotel commerce platform. For more than 20 years, we’ve helped hotels attract guests, maximise revenue, forecast demand and perform at their best. Today, our platform supports 56,000+ hotels in 150+ countries, connects to 3,000+ partners and powers more than 140m reservations and AU$85 billion+ in hotel revenue each year.

That’s the kind of impact your work can have here. You’ll solve meaningful challenges with AI, simplify complexity and build solutions that help hotels perform. Supported by clear purpose, a strong platform and teams who care about what they’re building, you’ll have the opportunity to shape the future of an industry that never stands still.

About the German Tech support role...

The role will provide technical assistance and advice to SiteMinder customers and partners across the region.

Your knowledge and insights will be key to maintaining the SiteMinder brand and providing opportunities for our customers to better integrate our products and services.

What you’ll do…

• Provide technical support for all SiteMinder-labelled products and services to internal and external customers.
• Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.
• Identify customer support needs 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.

What you have…

• 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.
• Curiosity to understand our products, and to ask the right questions that will lead you to identify the customer's issue.
• Tech-savviness - you are able to operate across multiple technical platforms and systems in a fast paced, KPI-driven environment.
• Stakeholder management and conflict resolution - you can work across internal teams to find solutions, and interact professionally with customers to deliver a great experience.
• Openness to learning and feedback.

Our Perks & Benefits…

• - Hybrid role
• - Mental health and well-being initiatives
• - Generous parental (including secondary) leave policy
• - Paid birthday, study and volunteering leave every year
• - Sponsored social clubs, team events, and celebrations
• - Employee Resource Groups (ERG) to help you connect and get involved
• - Investment in your personal growth offering training for your advancement