German Speaking Support Specialist (SaaS)

TL;DR

German Speaking Support Specialist (SaaS): Providing high-quality technical support for hospitality customers across multiple channels with an accent on troubleshooting hardware and software issues. Focus on resolving complex product inquiries, documenting interactions, and collaborating with global teams to ensure product improvements.

Location: Based in Yerevan, Armenia. Hybrid work available with office space near the city center.

Company

A global one-stop commerce platform powering retail, hospitality, and golf businesses worldwide, originally founded in Canada.

What you will do

• Provide Gold Class standard support via phone, chat, and email for global hospitality customers.
• Identify, troubleshoot, and resolve hardware and software issues efficiently.
• Document and track all customer interactions within support platforms.
• Collaborate with global teams to reproduce product bugs and escalate to Quality Assurance.
• Promote improvements to products and services based on customer feedback.
• Operate within a 24x7 global support roster including weekends.

Requirements

• German and English: Professional proficiency required
• Previous experience in customer service or technical support
• Strong troubleshooting skills and attention to detail
• Familiarity with iOS, Android, OSX, and Windows platforms
• Ability to work a flexible schedule including weekends

Nice to have

• Knowledge of the Hospitality industry
• Experience supporting SaaS products or iOS applications
• Networking experience
• Basic knowledge of HTML/CSS
• Dutch or French language skills

Culture & Benefits

• Equity scheme for all employees
• Medical insurance plan with dental coverage
• Mental health support via Modern Health App and access to Russian-speaking psychologists
• Health & Wellness credit for gym or fitness activities
• People Experience benefit allowing work from anywhere for 60 days per year
• Regular performance reviews and professional development opportunities