Swedish-speaking Hospitality Customer Associate

Your Role

• The Customer Support Associate must provide a turnkey support role to all installed base customers, on the multiple platforms/services that the client hosts and serves
• Must be ready to engage on all types of Tier1 related enquires, by quickly and effectively gather the necessary information to put in motion the according issues root cause investigation, and either resolve the customer’s issue or redirect/escalate to the correct upper Tier levels within the organization.
• As the first point of contact for customers, the Customer Support Associate must provide all types of assistance, to those experiencing technical issues with the systems platforms that the client has accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly.
• Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment
• Maintain system capabilities by testing existing equipment and programs, providing remote troubleshooting solutions for systems issues that affect course delivery
• Carrying out screen-sharing to help customers get set up and operational
• Empowering customers by promoting Knowledge base and self service

Your Qualifications

• A very high level of Swedish (spoken and written) (C1-C2)
• A high level of English (C1)
• Excellent analytical and problem-solving skills, with the ability to multitask, with solid troubleshooting experience
• Able to work in an omnichannel environment
• Exceptional customer service and confident communication skills, customising your interaction to the individual customer personalities and contexts
• Strong work ethic and ability to work efficiently and effectively with minimal supervision
• Ability to work in a fast-paced environment with excellent organizational skills
• Able to work to targets (SLA’s)
• Wide proven experience of remote support, collaborating with customers, partners, and
  internal teams
• Preferred experience in network operations or on field operations
• Preferably familiar with some types of production environments and common industry brands & variants of hardware assembly and configuration

The Offer

• Excellent base salary
• Great office location in the centre of Lisbon
• Possibility of hybrid work after the onboarding & training
• Multicultural Team with great career progression opportunities
• Work with some of the world’s leading Hotel Brands
• Lunch allowance + Private Health Insurance provided
• 3 shift patterns – most of the time you will work either 07h-16h or 13h-22h, 40h per week
• Night shift is rarely needed and there are employees that prefer it, but if needed it is 22h-07h
• Ongoing training and development and an opportunity for you to cultivate a new and exciting career in a high-growth environment