Support Specialist L2 (with Spanish)

Job Description
Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform-the only truly global hotel technology platform-Shiji's cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

The best hotels run on Shiji-day and night.

To support our Reviewpro Reputation team, we're looking for an experienced and dynamic Support Specialist in Žilina to join our international team and make a real impact by supporting hospitality professionals around the globe.

What you will do:

• Identify and suggest possible product enhancements based on usability and feedback received from customers.
• Overall ownership of issues raised by customers relating to system performance or usability.
• Meet client retention goals.
• Interact with all departments necessary within the organization to resolve customer care issues.
• Provide expert assistance to hotels on how to benefit from our product, and provide expertise on Guest Intelligence practices.
• Forge strong relationships with our customers and industry partners.
• Drive agreed outcomes for our customer.
• Identify and report product and service enhancement requests.
• Update all internal systems to properly track issues and customer contacts.
• Onboarding of new clients.
• Responding to client support emails and calls.

Requirements

What are we looking for:

• Experience in supporting customers over the phone and using Remote Access Tools.
• Empathetic, people oriented, great relationship builder, positive attitude.
• Good computer skills.
• Excellent listening skills.
• Innovative problem-solving methods to help our customers grow their business.
• An ability to identify great business opportunities and drive change.
• The curiosity to learn about our product, to educate our clients, but most importantly, to learn from them.
• Strong aptitude for technology.
• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.
• Fluency in English and Spanish is required.

Benefits

• Challenging and creative technology environment with a great deal of freedom and responsibility.
• Language bonus: 150 euro- for using a foreign language (other than English) at work on a daily basis
• Opportunity to grow inside the global organization and develop yourself both professionally and personally
• Hybrid working model - working from the office two days per week.
• A modern workplace in our office in the heart of Zilina, of course as much coffee and fruit as you need to get into the flow.
• Regular company Events & Entertainments as well as access to various location-based benefits.
• Employment in the organization with an established position on the market.
• Contract of employment.
• Extra holiday day on your first-year work anniversary - up to 5 days for 5 years at Shiji.
• All necessary equipment such as laptop, additional monitor, and other accessories.
• Languages courses and multiple training & development opportunities