Customer Tech Support - German

OpenKrill; United States; Remote; USD 51,000 - 73,000; Full time

Benefits offered by this job

Mental health and well-being

Generous parental leave

Paid birthday, study and volunteering

Social clubs and events

Employee Resource Groups

Personal growth training

Job summary

SiteMinder is seeking a German-speaking technical support specialist to assist customers and partners across the EMEA region. You will provide technical assistance for SiteMinder-labelled products, build strong client relationships, and resolve issues within defined SLAs and KPIs.

You will work in a fast-paced, KPI-driven environment, collaborating with cross-functional teams, and communicating clearly in both German and English.

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, determine root cause and resolve.
• Curiosity to understand products and ask the right questions to identify issues.
• Tech-savviness across multiple technical platforms in a fast-paced, KPI-driven environment.
• Stakeholder management and conflict resolution across internal teams.
• Openness 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 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.

Skills

Customer service

IT technical skills

Fluent German

Fluent English

Analytical thinking

Problem solving

Curiosity

Tech-savvy

Stakeholder management

Learning mindset

Job description

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.

What We Do...

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.
• This role will work EMEA time zone

Our Perks & Benefits…

• 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

We also warmly encourage applications from people from underrepresented backgrounds.