Logo of Huzzle

Home

Matches

Explore

Manage

Customer Tech Support - Italian

image

SiteMinder

3mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Galway

AI generated summary

  • You need strong customer service and IT skills, fluent Italian and English, analytical abilities, and experience in tech support or hospitality. Familiarity with SQL or Python is a plus.
  • You will provide technical support to Italian-speaking customers, build relationships, resolve issues, meet SLAs, and assist teammates with escalated problems while ensuring exceptional service.

Requirements

  • High level of customer service and IT technical skills.
  • Fluent Italian 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.
  • An ability to operate across multiple technical platforms and systems in a fast paced, KPI driven environment.
  • An ability to diagnose and troubleshoot web browser and connectivity issues.
  • Great capacity for both internal and external customer interaction as well as conflict resolution.
  • Stakeholder management and working across internal teams to find solutions.
  • Desirable: Previous experience working in a high volume contact centre providing technical customer support.
  • Desirable: Previous experience working in the hospitality industry in a technical or guest facing capacity.
  • Desirable: Previous experience dealing with database query languages or tools (e.g. SQL, Python).

Responsibilities

  • Provide Technical Support to all SiteMinder labeled products and services to internal and external customers, with a primary focus across the Italian speaking world.
  • Develop strong customer relationships by providing exceptional technical support and consultation, across our phone, chat and other contact channels.
  • Identify customer support 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.
  • Act as an escalation point for frontline teammates, guiding and empowering them to find solutions, or stepping in to resolve customer issues personally.

FAQs

What languages do I need to be fluent in for this role?

You need to be fluent in both Italian and English, both written and verbal.

What type of customers will I be supporting?

You will be providing technical support to SiteMinder customers and partners primarily across the Italian-speaking world.

What experience is desirable for this position?

Desirable experience includes working in a high volume contact center providing technical customer support, experience in the hospitality industry in a technical or guest-facing capacity, and familiarity with database query languages or tools such as SQL or Python.

What are the working hours for the Customer Tech Support role?

Working hours may vary, but you will be expected to resolve all customer cases in a timely manner in accordance with company SLAs and personal KPIs.

Is training provided for new hires?

Yes, there is an investment in your personal growth, offering training for your advancement.

What types of technical issues will I be troubleshooting?

You will be diagnosing and troubleshooting web browser and connectivity issues, as well as providing support for all SiteMinder labeled products and services.

Will I need to work with internal teams?

Yes, you will be expected to work across internal teams to find solutions and manage stakeholder relationships.

Are there benefits offered to employees?

Yes, benefits include equity packages, a hybrid working model, mental health initiatives, generous parental leave, paid leave for birthdays, study and volunteering, as well as investment in personal growth and training.

How will I be expected to interact with customers?

You will be developing strong customer relationships by providing exceptional technical support and consultation through various contact channels, including phone and chat.

What is the role of a Customer Solutions Consultant?

A Customer Solutions Consultant provides technical assistance and advice, ensures customer issues are resolved promptly, acts as a technical expert, and supports frontline teammates with escalations.

image

SiteMinder

The name behind the only software platform that unlocks the full revenue potential of hotels.

Technology
Industry
1001-5000
Employees
2006
Founded Year

Mission & Purpose

SiteMinder is a leading provider of cloud-based hotel distribution and booking technology, designed to help hotels and accommodation providers manage their online presence and maximise their bookings. The company offers a platform that integrates with various online travel agencies (OTAs) and booking channels, enabling hotels to efficiently manage reservations, rates, and availability. SiteMinder’s ultimate mission is to empower hotels with innovative technology that enhances their online visibility and drives revenue growth. Their purpose is to streamline the booking process, optimise hotel operations, and provide a seamless experience for both hoteliers and travellers in the increasingly competitive hospitality industry.