Guest Experience Agent - Tech Support (m/f/d)

^{ABOUT THE ROLE}

We are seeking a Tech Support Agent to join our Guest Experience Department. As a member of our Guest Experience Department, you'll be at the forefront of our digital transformation, ensuring our guests have a smooth and enjoyable stay through your technical expertise and exceptional customer service.
In the position of a Tech Support Agent, you will play a crucial role in ensuring our guests have a seamless and memorable experience with our digital services. You'll be responsible for providing technical support and troubleshooting assistance to our guests, addressing their inquiries, and resolving any issues they may encounter while using our digital platforms.

^{Responsibilities:}

• Technical Support: Provide top-notch technical support to guests who require assistance with our digital services, including digital guest journey from booking to check-out, mobile apps, in-room technology, online reservations, and other digital offerings
• Issue Resolution: Diagnose and resolve technical issues reported by guests, ensuring a prompt and effective resolution to enhance their overall experience within our reply SLA's and by keeping our customer satisfaction score high
• Communication: Maintain clear and effective communication with guests, both in written and verbal form, to guide them through technical processes and troubleshooting steps
• Documentation & Reporting: Document and properly report  all technical issues to our in-house product & tech teams, ensuring accurate tracking of guest inquiries, resolutions, and feedback to improve our digital services continuously
• Collaboration: Collaborate with other departments, including Tech & Product, Guest Experiene teams, and Operatons, to address more complex technical challenges and improve the overall guest experience
• Customer Satisfaction: Strive for excellence in customer service by being empathetic, patient, and attentive to guests' needs, ensuring they feel valued and appreciated
• Testing & Monitoring: Test and monitor new or improved features, processes and tools in real-life and closely collaborate with our product & tech teams to ensure smooth integrations and a seamless digital guest journey

^{ABOUT YOU} 

• Tech Support Experience: Previous experience in technical support, customer service, or a similar role. Experience in hospitality, or similar high emotional industries is preferred
• Languages required: Proficiency in written and verbally in English and at least one of the following languages: German, Spanish, Italian, French, Portuguese
• Technical Proficiency: Solid understanding of digital platforms, mobile apps, online reservations systems, and in-room technology
• Problem-Solving Skills: Excellent problem-solving skills with a proactive approach to identifying and resolving technical issues
• Guest-Centric: A genuine passion for delivering exceptional guest experiences and a commitment to going the extra mile to ensure guest satisfaction
• Communication Skills: Strong written and verbal communication skills, with the ability to explain technical concepts in a clear and understandable manner to non-technical users
• Team Player: Ability to collaborate effectively with cross-functional teams and willingness to assist colleagues when needed
• Adaptability: Comfortable working in a dynamic and fast-paced environment with evolving technology and guest needs