Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.
We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.
Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.
Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.
Role overview:
As a Technical Support Specialist, you will be the first point of contact for our customers, assisting them via phone or email with technical inquiries and any issues that arise. You will independently analyze and resolve problems while advising our customers on how to use our software optimally and efficiently. After an intensive onboarding phase, you will take over customer consulting, installation, and training, ensuring that they can seamlessly integrate our hotel software into their daily operations.
What you will do
- Technical support and consulting for customers and business partners via phone, email, or the ticketing system.
- Detailed documentation of all work steps and solution processes in accordance with internal standards and guidelines.
- Maintenance and updating of the ticketing system and internal knowledge database to optimize support processes.
- Planning and conducting user training sessions, both online and on-site, to ensure customers can use the software effectively.
- Enhancing and maintaining customer satisfaction by providing tailored solutions and first-class service.
- Active collaboration within the team and close coordination with other departments to continuously improve the software and services.
- Out of Hours Rotation to ensure reliable customer support.
Who you are
- Excellent communication and interpersonal skills, empathy, and a professional approach towards customers and colleagues.
- Ability to work in a team and collaborate effectively with external partners and hotel operators.
- Independence, responsibility, and reliability in analyzing customer needs and implementing solutions.
- Analytical and logical thinking, problem-solving skills, and focus on optimizing processes in the hospitality industry.
Strong organizational skills for planning and executing implementations, training, and technical support.
Interest in new technologies and experience with PMS, channel managers, booking software, and POS systems.
Fluent English (spoken and written) to communicate professionally with national and international customers.
Experience with hotel software is an advantage, as well as knowledge of other common PMS, booking, or POS systems in the hospitality industry.
Why Planet:
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.