Job
In this role, you will handle complex technical support cases, analyze system issues, and communicate clear solutions to customers through various channels while collaborating with our AI assistant.
This listing has been machine translated. Show original
Your role in the team
- As a Customer Technical Support Specialist, you are the primary point of contact for complex technical support cases.
- You analyze complex technical issues, identify the root cause, and communicate solutions clearly to our customers, whether by phone, chat, or in writing.
- In this role, you’ll work with our in-house AI-powered assistant, “CASABLANCA Intelligence Agency (CIA),” and apply your technical expertise to solve problems efficiently.
- Handling and resolving complex technical support cases.
- Troubleshooting and analysis in technical environments (networks, interfaces, system configurations).
- Communicating technical concepts clearly to customers.
- Ensuring compliance with SLAs and maintaining a high level of service and solution quality.
- Work with our CIA to process cases efficiently.
- 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
- Enjoy working with technology and troubleshooting technical environments: You know how an IP address works, and when the internet goes down at home, you’re the one who gets it back up and running.
- Computer skills that go beyond Office applications: you enjoy working with systems, understand how things fit together, and find your way around quickly.
- Confident, structured approach to troubleshooting.
- The ability to explain technical concepts simply and clearly.
- Empathy, helpfulness, and a commitment to finding the right solution for every customer.
- Working independently with a strong focus on quality and solutions.
- Very good command of German, both spoken and written.
- Good command of English.
Experience
- Experience in technical support, IT, or a comparable technical environment is desirable.
- A plus: experience in the hospitality or tourism industry, or working with PMS systems.
What we offer
- New office in Vienna: A modern workplace with excellent public transport connections and a growing team—you’ll help shape it from day one.
- Innsbruck: Modern city office with excellent public transport connections—work with a view of the mountains.
- Schönwies headquarters: Our modern campus with a pool, gym, and daily meals prepared in our in-house kitchen.
- Personal buddy system: your mentor supports you from day one.
- Development in focus: onboarding review after 5 months, annual review, and semi-annual check-in conversations.
- Team events and a genuine sense of togetherness.
- Daily meal allowance of €8 per office day.
- Employee benefit: exclusive deals and discounts.
- We offer an attractive, market-competitive salary for this position.
- If you meet the above requirements, you can expect a minimum gross salary of €2,547 per month (based on a full-time position of 38.5 hours per week).
- We will discuss the final salary in a personal conversation.
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
More jobs
These jobs might also interest you
Do you enjoy diving deep into code and want to build a product that truly makes an impact? With us, you work hands-on on an AI platform that combines SaaS and on-premises, exclusively relies on open source, and successfully implements AI on-prem and...
End-to-End Development:You accompany exciting software projects from the initial requirements analysis through implementation (e.g., with Spring Boot) to successful deployment. Microservices & Architecture:You design and develop robust, highly scalable...
We are one of the leading European manufacturers of innovative biomass heating systems (firewood, wood chips, pellets). Due to the strong demand for our products and the excellent future prospects for "renewable energy," we are expanding our team. ...
