Customer Technical Support (f/m/d)

at  apaleo

WE ARE APALEO!

Apaleo’s API-first property management platform empowers accommodation providers to design a technology stack that creates unique digital guest & staff experiences. The Apaleo Store enables integrations to hundreds of apps to streamline operations, enhance the guest journey and maximize revenue.
We’re looking for a Customer Technical Support Specialist (f/m/d) to join our team!

ABOUT YOU:

We’re seeking a dedicated team member with the following qualities:

• Customer Support Experience: You bring at least 3 years of customer support experience, ideally from the travel or tech industry, ideally worked with API-based products (like SaaS/IaaS/PaaS), or from international customer support teams.
• Technical Skills: If you possess 3 or more years of experience in customer-facing technical support, including extensive work with APIs and log analysis, it would be highly preferable.
• Language Proficiency: Your English skills are top-notch (C1 level) and German C1 in spoken and written communication.
• Team Player: You value honesty, accountability, and teamwork. You understand the importance of a positive working culture and treat everyone with respect, offering assistance when needed, and upholding our company values.
• Growth Mindset: You embrace an open feedback culture and actively seek growth opportunities. You’re an avid learner, always eager to expand your knowledge and adapt quickly to new systems and processes.

As a vital member of our Customer Support team, you’ll play a crucial role in empowering our customers to make the most of our platform.

• Assist and Empower: Take charge of level 2 escalation ticket inquiries, diagnosing and troubleshooting technical problems related to customer integrations, and providing exceptional support leveraging your API and Apaleo platform expertise.
• Teamwork and Problem Solving: Collaborate with cross-functional teams, including business development and product experts, to tackle complex challenges and bring our API-first and open platform vision to life.
• Elevate Customer Experience: Elevate the customer experience by providing unparalleled support to our customers, app partners, and clients within the Apaleo API ecosystem.
• Continuous Improvement: Embrace opportunities for personal and professional growth by actively participating in our continuous improvement process.
• Documentation and Knowledge Management: Identify frequently asked technical questions, enhance technical documentation for self-service, prepare reports on customer issues, and maintain the Apaleo Dev knowledge base.
• Adaptability: You thrive on flexibility, willingly participating in the on-call rotations.