Customer Tech Support - Italian

At SiteMinder, we believe that the individual contributions of our employees drive our success. We hire and encourage diverse teams that include and respect a variety of voices, backgrounds, experiences, and perspectives. Our inclusive culture enables employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will continue to revolutionize the way we serve our customers. We are better together!

What We Do…

Since 2006, we've been innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online — quickly and simply. We support a wide range of accommodations, from boutique hotels to large chains, enabling travelers to book everything from igloos to castles, holiday parks, campsites, pubs, resorts, Airbnbs, and more. Currently, we are the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries, with over 125 million reservations processed annually.

About The Customer Tech Support Role...

The Customer Solutions Consultant provides technical assistance and advice to SiteMinder customers and partners across the region. Your knowledge and insights are crucial to maintaining our brand and enhancing customer integration with our products and services.

What You’ll Do…

• Provide technical support for all SiteMinder products and services to internal and external customers, primarily across the Italian-speaking world.
• Develop strong customer relationships through exceptional support and consultation via phone, chat, and other channels.
• Identify customer support and configuration needs, set expectations, and resolve issues in line with customer demands and KPIs.
• Ensure timely resolution of all cases according to SLAs and personal KPIs.
• Act as a technical expert, communicating issues and requirements internally.
• Serve as an escalation point for frontline team members, guiding or resolving customer issues directly.

What You Have…

• High-level customer service and IT technical skills.
• Fluent in Italian and English, both written and verbal.
• Strong analytical skills to quickly diagnose problems and determine root causes.
• Ability to operate across multiple technical platforms in a fast-paced, KPI-driven environment.
• Skill in diagnosing and troubleshooting web browser and connectivity issues.
• Excellent customer interaction and conflict resolution skills.
• Stakeholder management experience and ability to collaborate internally for solutions.
• Desirable: Experience in high-volume technical customer support centers.
• Desirable: Experience in the hospitality industry in a technical or guest-facing role.
• Desirable: Knowledge of database query languages or tools (e.g., SQL, Python).

Our Perks & Benefits…

• Equity packages for your participation in SiteMinder’s journey.
• Hybrid work model (office and remote).
• Initiatives supporting mental health and well-being.
• Generous parental leave policies, including secondary leave.
• Paid birthday, study, and volunteering leave annually.
• Social clubs, team events, and celebrations.
• Employee Resource Groups (ERGs) for connection and involvement.
• Training and development opportunities for personal growth.

If this role sounds like you, we’d love to hear from you! Please send your resume to our Talent Acquisition team, who will be in touch. When applying, include your pronouns and any accommodations needed during the interview process. We encourage applicants from underrepresented groups to apply.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

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