Support Specialist, German Speaking (Hospitality)

TL;DR

Support Specialist, German Speaking (Hospitality): Providing technical assistance and troubleshooting for hospitality customers across global regions, maintaining high service standards with an accent on quick and efficient issue identification and resolution. Focus on navigating various support platforms and advocating for product improvements within a 24x7 global team.

Location: Remote (Global)

Company

hirify.global is a Canadian commerce platform company, founded in Montreal in 2005, providing cloud-based solutions to retail, hospitality, and golf businesses in over 100 countries.

What you will do

• Engage with Hospitality customers, partners, and hirify.global team members with positive interactions via phone, chat, and email.
• Identify, troubleshoot, test, and resolve customer issues using consistent techniques.
• Document, track, and resolve interactions within customer support platforms.
• Assist with identifying, reproducing, and escalating product issues/bugs to QA, tracking resolution.
• Advocate and promote improvements to products and services.
• Operate within a roster/schedule to ensure high availability of assistance for customers.

Requirements

• Previous customer service and/or technical support experience.
• Strong attention to detail with an emphasis on providing an exceptional customer experience.
• Excellent verbal and written communication skills in German and English.
• Basic experience using common online, mobile, and desktop platforms such as iOS, Android, OSX, and Windows.
• Ability to work flexibly across a 24x7 global team, including weekends if needed.

Nice to have

• Experience interacting with customers through Phone, Email, Ticketing, and Live Chat platforms.
• Experience or knowledge of the Hospitality industry.
• Experience supporting a SaaS product or an iOS application.
• Computer networking experience or interest.
• Working knowledge of Mac OS and basic HTML/CSS.
• Dutch or French written and verbal communication skills.

Culture & Benefits

• Unlimited Annual Leave with PTO scheme.
• 400€ annually towards Health and Wellbeing, plus dental, private healthcare, and optical cover.
• Opportunity to join a growing, fast-paced, high-growth company.
• Work with a team of incredibly talented and forward-thinking global people.
• Amazing benefits & perks, including equity for all hirify.globalers.
• Diverse and inclusive family environment.