Customer Support Specialist
happyhotel
full-time
Posted on:
Location Type: Hybrid
Location: Offenburg • Germany
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About the role
- You handle customer inquiries (email, phone), prioritize them, and resolve them reliably — from how-to questions to configuration adjustments.
- You ensure high service quality through friendly, professional, and empathetic communication.
- You check settings, data, and common error patterns and resolve many cases independently; you analyze more complex tickets and prepare them for escalation.
- You escalate technically complex issues in a structured way to Tech Support or the development team (including a clear description, reproduction steps, and impact).
- You follow up on open cases and proactively update customers until the issue is resolved.
- You document all relevant information, status updates, and solutions in the CRM system.
- You work closely with Onboarding and Account Management to resolve customer issues holistically.
- You create and maintain knowledge base articles and internal guides for recurring topics.
Requirements
- University degree preferred; with very good grades, completed commercial or technical vocational training may also be considered.
- Experience in customer service or technical support, ideally in a B2B environment (2nd-level support experience welcome).
- Confident use of CRM systems (ticket management, automations).
- Affinity for technical products.
- High degree of self-organization and initiative.
- Fluent German and English, both spoken and written.
- Experience in hospitality or gastronomy is a strong advantage.
Benefits
- Flexible working hours in a hybrid model (2 days per week in the office)
- A dynamic startup environment with plenty of scope to influence and flat hierarchies
- A motivated, supportive team that wants to achieve great things together
- Personal training budget and regular development reviews
- Attractive additional benefits, such as Hansefit, bike leasing, company events, workations, support for your work–life balance, and many other perks!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetechnical support2nd-level supportCRM systemsticket managementdata analysisconfiguration adjustmentsknowledge base creationdocumentation
Soft Skills
communicationempathyself-organizationinitiativeproblem-solvingprioritizationcollaboration
Certifications
university degreecommercial vocational trainingtechnical vocational training