German Customer Tech Support

About the role

SiteMinder is the world's leading hotel commerce platform, supporting 56,000+ hotels in 150+ countries. This German Customer Tech Support role provides technical assistance and advice to SiteMinder customers and partners across the region, helping them integrate the platform's products and services.

Key responsibilities

• Provide technical support for all SiteMinder-labelled products and services to internal and external customers.
• Build strong customer relationships through exceptional technical support and consultation via phone, chat and other contact channels.
• Identify customer support needs and configuration requirements, set expectations and resolve issues while meeting customer demands and internal KPIs.
• Resolve all cases on time according to company SLAs and personal KPIs.
• Act as a technical expert, identifying issues and communicating them and their requirements internally.

Required profile

• Fluent German and English, written and spoken.
• Strong analytical skills: quick problem analysis, root cause identification and resolution.
• Curiosity about the products and ability to ask the right questions.
• Stakeholder management and conflict resolution, working across internal teams and interacting professionally with customers.
• Openness to learning and feedback.

Required skills

• High level of customer service and IT technical skills.
• Tech-savviness: operating across multiple technical platforms and systems in a fast-paced, KPI-driven environment.

What we offer

• Hybrid role.
• 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 (ERGs).
• Training investment for personal growth and career advancement.