Support Specialist with German (Hybrid)

About the Position

Shiji Group is seeking a motivated Support Specialist fluent in German to join our Support team. As a member of the Support organization, you will resolve post-installation customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.

Responsibilities

• Provide first-level support to our Daylight PMS customers with a focus on quality and customer satisfaction.
• Understand our customer needs, expectations, and assist them using our applications.
• Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
• Escalate tickets which need further investigation by 2nd and 3rd Level Support.
• Analyze and clarify customer queries through troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
• Attend regular product/technology training to remain up to date with developments of the Daylight PMS solution.

Requirements

• Fluent in English and German
• Experience working within the Hospitality Industry
• Experience of supporting customers over the phone
• Experience using Remote Access Tools to support customers
• Networking skills – Setting up, troubleshooting, and configuring
• Computer Skills – Setting up, upgrading, troubleshooting, installation, and configuration
• Experience in a customer-facing role working to defined levels of service delivery
• Experience of using IT systems to include OS installation and configuration
• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Ability to work independently and in a team environment
• Operates with energy, direction, speed, and quality
• Experience of writing knowledge base articles for internal publication
• Mentoring colleagues when faced with challenging issues

Applicable Competencies

• Customer Focus: Passionately meets or exceeds customer expectations. Enters the customer’s world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.
• Problem Solving: Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required.

We Offer

Basics

• 📝 Full-time job contract
• 🌎 Office or Hybrid work
• 🚗 Free parking
• 💊 Health insurance
• ☀️ A modern workplace in the Sunny Algarve

Working Conditions & Development

• 💻 Dell laptop, keyboard, mouse, wireless headphones, and monitor
• 🌱 40h for development during work time
• 🙌 Challenging and creative technology environment with a great deal of freedom and responsibility
• 👨‍💻 Udemy platform access
• 📚 In-house workshops, training sessions, or meet-ups
• 🚀 Opportunity to grow inside the global organization and develop yourself both professionally and personally

Extras You May Like

• ☕️ Free coffee, milk, and fruits (every week)
• 🎉 Snack event (every month)

About the Company

Shiji Group provides software solutions and services for the hospitality, food service, retail, and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution, and more. Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.