Support Specialist L2 (with Spanish)

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

The best hotels run on Shiji—day and night.

To support our Reviewpro Reputation team, we’re looking for an experienced and dynamic Support Specialist in Žilina to join our international team and make a real impact by supporting hospitality professionals around the globe.

What you will do:

• Identify and suggest possible product enhancements based on usability and feedback received from customers.

• Overall ownership of issues raised by customers relating to system performance or usability.

• Meet client retention goals.

• Interact with all departments necessary within the organization to resolve customer care issues.

• Provide expert assistance to hotels on how to benefit from our product, and provide expertise on Guest Intelligence practices.

• Forge strong relationships with our customers and industry partners.

• Drive agreed outcomes for our customer.

• Identify and report product and service enhancement requests.

• Update all internal systems to properly track issues and customer contacts.

• Onboarding of new clients.

• Responding to client support emails and calls.

Requirements

What are we looking for:

• Experience in supporting customers over the phone and using Remote Access Tools.

• Empathetic, people oriented, great relationship builder, positive attitude.

• Good computer skills.

• Excellent listening skills.

• Innovative problem-solving methods to help our customers grow their business.

• An ability to identify great business opportunities and drive change.

• The curiosity to learn about our product, to educate our clients, but most importantly, to learn from them.

• Strong aptitude for technology.

• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.

• Fluency in English and Spanish is required.

Benefits

• Challenging and creative technology environment with a great deal of freedom and responsibility.

• Language bonus: 150 euro- for using a foreign language (other than English) at work on a daily basis

• Opportunity to grow inside the global organization and develop yourself both professionally and personally

• Hybrid working model – working from the office two days per week.

• A modern workplace in our office in the heart of Zilina, of course as much coffee and fruit as you need to get into the flow.

• Regular company Events & Entertainments as well as access to various location-based benefits.

• Employment in the organization with an established position on the market.

• Contract of employment.

• Extra holiday day on your first-year work anniversary – up to 5 days for 5 years at Shiji.

• All necessary equipment such as laptop, additional monitor, and other accessories.

• Languages courses and multiple training & development opportunities