Tech Support Specialist

Location: Pune Employment Type: FullTime Department: Global Support What We Do… We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply. We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between. And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year. About the 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. Our Perks & Benefits… - Hybrid working model (in-office & from home) - 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 Please send your CV in English to be considered Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch. When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.