As a Customer Support Analyst, you will demonstrate a unique combination of people skills and tech savvy as you will be speaking/messaging/emailing with clients and helping them navigate any challenges they have with our hospitality cloud. It's a unique opportunity where you will learn a ton and gain invaluable experience in a tech company with a startup vibe.
✅ Your mission, should you choose to accept it:
- Develop an in-depth understanding of Mews’ solutions, serving as an ambassador to our customers, ensuring they are achieving great value from our products
- Provide exceptional support for customers on technical issues via messaging, email and phone
- Consult with customers proactively on ways to improve usage and efficiency
- Become familiar with all integrated partner solutions to ensure that we match up the best-connected solutions based on customer needs
- Build and retain rapport with appointed “Mews person” at customer sites
- Maintain thorough customer documentation
- Continuously improve internal knowledge base
🤝️ You’ll be a great fit if you bring a few of the below with you:
- Higher Education preferably in Hotel Management / IT / Business
- Professional experience in customer support
- Experience in hotel operations
- Native or fluent in English & ideally another European language (German is high desirable)
- Ability to take feedback, learn quickly and adapt to new situations
- Outgoing, social, ready to communicate with employees, customers and partners across different countries and different organizational levels
- Permission to live and work unrestricted in Spain
- Willingness to work in shifts as we support our customers around the globe 24/7
📝 A couple of points worth noting
- Shift Pattern - Because our clients run 24/7 businesses, the Customer Support Team needs to be available 24/7. We've got a global team which makes things easier to manage, but typically the team work 5 days a week on a rota with shifts starting from 6.30am with the latest finish time being 10pm.
- Interview Process - There are a few stages which hopefully ensures that this role and Mews are right for you and you are right for the role and Mews. Typically this will be; MS Teams Interview with a Recruiter, MS Teams Interview with a Team Supervisor or Manager; Written Task and Recorded Video Interview, Final Interview with Senior Manager from Team
- Salary - 29,000 Euros Per Annum
