Job
In this role, you analyze technical support cases, find solutions, and communicate them clearly to our customers while collaborating with our AI assistant and maintaining technical documentation.
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Your role in the team
- As a Customer Technical Support Specialist, you are the central point of contact for complex technical support cases.
- You analyze complex technical issues, identify the root cause, and communicate solutions clearly to our clients, whether by phone, chat, or in writing.
- In this role, you will work with our internal AI-powered assistant, "CASABLANCA Intelligence Agency (CIA)," and leverage your technical expertise to solve problems efficiently.
- Processing and resolving complex technical support cases.
- Troubleshooting and analysis in technical environments (networks, interfaces, system configurations).
- Clear communication of technical contexts to clients.
- Ensuring compliance with SLAs as well as high service and solution quality.
- Work with our CIA for efficient case processing.
- Support with interface integrations and customer projects.
- Creation and maintenance of technical knowledge documentation.
- Close collaboration with Customer Success, Development, and IT.
Our expectations of you
Qualifications
- Enjoyment of technology and troubleshooting in technical environments: You understand how an IP address works, and when the internet at home isn't working, you're the one who gets it back up and running.
- Computer skills beyond Office applications: you enjoy navigating systems, understand contexts, and find your way around quickly.
- Confident, structured approach to troubleshooting.
- The ability to explain technical matters simply and understandably.
- Empathy, helpfulness, and the commitment to find the right solution for every customer.
- Independent work with a high focus on quality and solutions.
- Very good spoken and written German skills.
- Good command of English.
Experience
- Experience in technical support, IT, or a comparable technical environment is desirable.
- Advantage: Experience in the hospitality or tourism industry or with PMS systems.
What we offer
- New office in Vienna: modern workspace with good public transport connections and a growing team: you will be involved in shaping it from the start.
- Innsbruck: Modern city office with optimal public transport connection: Work with a view of the mountains.
- Schönwies Headquarter: Our modern campus with a pool, gym, and daily catering from our in-house kitchen.
- Personal Buddy System: your mentor accompanies you from day one.
- Development in focus: onboarding review after 5 months, annual review, and semi-annual check-in meetings.
- Team events and a real sense of togetherness.
- Daily meal allowance of €8 per office day.
- Employee benefit: exclusive deals and discounts.
- For this position, we offer an attractive, market-competitive salary.
- If you meet the above requirements, you can expect a minimum gross salary of €2473 per month (based on a full-time position / 38.5 hours per week).
- We will clarify the final salary in a personal interview.
Benefits
Food & drink
Higher take-home pay
Job locations
About your employer
Schönwies, Innsbruck, Wien, Linz
For over 30 years, Casablanca Hotelsoftware has been providing high-quality software and cloud solutions specifically designed for accommodation businesses of all sizes (hotels, apartments, guesthouses, etc.). We supply more than 2000 hotel industry customers with high-quality software and cloud solutions.
- 50-249 Employees
- 1990
- German
- Established Company
- Hybrid, Onsite
- Advertising, Marketing, PR · Internet, IT, Telecommunication · Hotel and Restaurant Industry, Tourism
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