German-Speaking L1 Tech Support Advocate Remote
German-Speaking L1 Tech Support Advocate Remote
Posted on :
06-04-2025
Employer Active
1 Vacancy
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Job Description
About Us
Canary Technologies is changing the game for hotels with modern software powered by Canarys hospitalityspecific AI platform.
Canary is utilized by 20000 hoteliers in 90 countries to equip hoteliers with the technology they need to work smarter and wow their guests. Major hotel brands such as Wyndham Marriott IHG Four Seasons Rosewood and Best Western trust Canary to deliver results.
Canary was named a 2024 Deloitte Technology Fast 500 company a Most Innovative Company by Fast Company and a HotelTechReport Best Place to Work and is backed by top Silicon Valley investors like Y Combinator FPrime and Insight Ventures.
Join us in shaping the future of hospitality!
About the Role
This role is an integral part of the Customer Support team and is responsible for troubleshooting and solving support inquiries. As a Customer Support Advocate you will be the first point of contact for customers seeking assistance. Your role will involve providing prompt and effective solutions ensuring customer satisfaction and laying the foundation for a positive support experience. This shift will be during European business hours.
Responsibilities
- Initial Troubleshooting: Respond to customer inquiries via phone email and chat. Conduct initial troubleshooting to diagnose and resolve technical issues and answer product questions
- Escalation: Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolution
- Resource Utilization: Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questions
- Proactive Communication: Keep customers informed about the progress of their tickets expected resolution times and any potential delays ensuring transparent and proactive communication
- Collaboration: Collaborate closely with team members and crossfunctional partners to share insights and feedback. Contribute to the continuous improvement of support processes and customer satisfaction
- Translation: You may be asked to translate Support documentation and Product translations as needed
- Performance Metrics: Meet or exceed established performance metrics including response and ticket resolution times
Qualifications
- Fluent in German and English
- Previous experience in a customer service or technical support role. Experience in a B2B or SaaS company is preferred
- A customerfocused attitude with a genuine desire to help customers
- Excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to nontechnical customers
- Strong problemsolving skills and a proactive approach to finding solutions to technical issues
- Willingness to work collaboratively in a team environment and learn from others
- Effective time management skills and the ability to handle multiple tasks simultaneously
We also work hard to ensure Canary is a fun and exciting place to work! Here are some of the additional benefits:
Canary Days: As a company we want to ensure that the team has time to recharge. Each month we provide company wide days off to ensure there is at least one extended weekend or day off.
Self Improvement Club: We meet each month and share our personal goals for the month.Each individual is provided a budget towards any purchases that help us achieve these goals.
Professional Development Chats: We provide budget to help drive cross functional professional development conversations across the organization.
Travel Reimbursement: Team members are able to visit our offices across New York San Francisco or Dallas when they choose and are provided a travel stipend for doing so. Spend time working with the team in their office and use the rest of your time exploring a new city!
Personal Travel Reimbursement: If you stay at a hotel that Canary works with we provide a credit towards your stay.
Canary Technologies is an equal opportunity employer. We recruit employ train compensate and promote talent regardless of race religion ethnicity national origin citizenship gender gender identity sexual orientation age veteran status disability genetic information or any other protected characteristic.
Employment Type
Full-Time
Key Skills
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