Customer Support Technician

Description

Summary: Join a dynamic technology provider for the hospitality sector, offering technical support and problem-solving to a diverse client base. Highlights: 1. Provide essential technical support and guidance to customers. 2. Work in a technology-rich environment with a strong team spirit. 3. Contribute to improving procedures and processes through customer interaction. Are you looking for a new career challenge? Are you eager to work in a technological environment with a great team spirit? Then you're looking at the right place! **Host Hotel Systems** is the largest technology provider for the hospitality sector operating in Portugal, with over 1800 clients. At Host, we create customized solutions for businesses of all sizes \- from hotels and hotel chains to pousadas, hostels and short\-term rental apartments. To support our growth, we are looking for a **Customer Support Technician**. This position focuses on providing technical support to customers' needs, answering basic technical questions and offering advice to resolve them. Strong communication skills are a must, as is a customer\-oriented profile. **Your duties:** * Ensure quality service: Follow the standards set by the company. * Providing level 1 technical support: Answering questions and offering direct assistance to customers. * Effective communication: Understanding customer problems, explaining solutions and suggesting improvements to procedures. * Answering on all channels: Providing customer service via various means of communication. * Making calls when necessary: Providing detailed explanations to customers over the phone. * Working with complex incidents: W Using in\-depth product knowledge. * Escalating unresolved incidents: Responsible for passing on unresolved cases to higher levels. * First point of contact: Be the initial reference for technical assistance. * Provide appropriate solutions: Based on the problems and details provided by customers. * Guide problem resolution: Guide customers through the resolution process. * Accurate IT information: Keeping customers informed about IT products and services. * Updating customer status: Keeping information up to date and following up in the event of delays. * Identify improvements: Suggest improvements to procedures and processes. **Requirements:** * Secondary education or technical course in relevant area (Computer Science, Tourism, Management). * Basic knowledge of hotels and/or hotel software. * Willingness to work shifts and weekends. * Affinity with technology. * Proficiency in English and Portuguese. * Strong verbal and written communication skills and a calm temperament * Strong organizational skills and ability to multitask. * Adherence to ITIL best practices. * Follow IT Help Desk policies and procedures. * Ability to work under pressure and prioritize tasks effectively. * Basic knowledge of SQL and ability to perform simple database queries (preferred). **We value:** * Attention to detail. * Focus on problem\-solving. * Ability to work as part of a team. * Proactivity and self\-motivation. **We offer:** * Salary package appropriate to the function * Hybrid Model * Employment contract * 23 vacation days per year * Benefits package (health insurance, etc.) Apply now: jobs@hhs.pt Tipo de oferta: Integral/Full\-time Benefícios: * Cartão/Ticket refeição * Estacionamento gratuito * Seguro saúde