Job Description

We believe in connecting great people with great opportunities.

Our team is currently recruiting for a client in Germany, and we would be delighted to have you explore this opening.

Your Role

• Handle customer requests, incidents, and tickets in a timely and professional manner.
• Provide technical and product-related support for hospitality software, internet access, and TV/content solutions.
• Manage the full lifecycle of customer tickets: classification, prioritisation, resolution, and escalation when needed.
• Communicate effectively with customers, colleagues, and third-party providers to ensure resolution of issues within SLA targets.
• Document all cases clearly in the ticketing system and follow up until closure.
• Apply problem-solving and troubleshooting skills to provide solutions or escalate appropriately.
• Contribute to knowledge base articles and continuous improvement of support processes.
• Ensure high-quality customer interactions, maintaining a professional and empathetic approach.

Your Qualifications

• Fluent English (C1) plus one additional EU language (Spanish, Italian, French, German, or Nordic) mandatory.
• Minimum 1 year of experience in technical support/help desk or ticket handling.
• Good understanding of networking and IT concepts (TCP/IP, DNS, DHCP, VLAN basics, Wi-Fi troubleshooting).
• Comfortable using diagnostic tools (ping, traceroute, nslookup, SSH/CLI).
• Strong communication and problem-solving skills; able to explain technical issues in plain language.
• Detail-oriented, organised, and able to manage multiple priorities simultaneously.
• Customer-focused, proactive, and SLA-driven mindset.
• Team player with adaptability and willingness to learn.

The Offer

• Long-term employment with opportunities for career progression.
• Paid training and continuous learning in hospitality technology solutions.
• Health insurance and meal allowance.
• Modern, international, and collaborative work environment.
• Work with an innovative company that is a leader in hospitality tech solutions across Europe.