Customer Support Technician

Description

Summary: Host Hotel Systems is seeking a customer-oriented Customer Support Technician to provide technical assistance and solutions to clients in the hospitality sector. Highlights: 1. Work in a technological environment with a great team spirit 2. Provide essential technical support to a diverse client base 3. Opportunity to suggest improvements to procedures and processes 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.) **Ready to take the next step in your career?** * Send your application to **jobs@hhs.pt** — we’re looking forward to connecting with you! Tipo de oferta: Integral/Full\-time Localização do trabalho: Presencial