About The Position
Smarthotel is hiring a Technical Client Support Specialist to investigate and resolve complex technical issues for hotel clients. The role mainly supports hotels in the Netherlands, with additional clients in Belgium, Germany, and other European markets. It combines technical investigation with customer-focused support, helping keep Smarthotel’s connected hotel technology solutions running smoothly. The specialist handles Tier 2 support requests relating to the Channel Manager, Booking Engine, payment solutions, connectivity, and hotel websites. They analyze system behavior, errors, and technical information to identify root causes; prioritize and resolve cases within service standards; collaborate with Client Services, Product, Engineering, and other teams; monitor alerts and errors; and document findings and solutions in CRM and ticketing systems. They also create technical guides and knowledge base articles. The role participates in a shared emergency support rota, which may occasionally involve evening, weekend, or public holiday shifts. The position is full-time at 40 hours per week. It can be fully remote or hybrid, combining work from home with time at the Utrecht office. The stated salary is €35,000–€40,000 gross per year, depending on experience. Smarthotel supports more than 2,500 hotels across 10+ countries and describes its environment as collaborative and international, with opportunities to develop knowledge of hospitality technology and connected solutions.
Requirements
- At least 2 years of experience in a customer-facing technical role.
- Fluency in Dutch and English, written and spoken.
- Strong analytical and troubleshooting skills, including the ability to investigate complex issues and identify root causes.
- Excellent communication skills and the ability to explain technical information clearly to non-technical colleagues and clients.
- A customer-focused mindset and commitment to high-quality support.
- Ability to manage multiple technical support cases, prioritize effectively, and collaborate with different teams.
- Proactive attitude and interest in continuously improving processes and solutions.
Nice To Haves
- Experience in enterprise software, SaaS, or an environment with multiple integrated systems.
- Understanding of development concepts or technologies such as HTML, CSS, JavaScript, or SQL.
- Experience with hospitality technology, such as Property Management Systems (PMS), channel managers, booking engines, or hotel website platforms.
- Familiarity with payment processing workflows and related compliance requirements.
Responsibilities
- Investigate and resolve complex technical issues involving the Channel Manager, Booking Engine, payment solutions, connectivity, and hotel websites.
- Analyze system behavior, errors, and technical information to identify root causes and solutions.
- Handle and prioritize Tier 2 support requests, delivering high-quality solutions within service standards.
- Collaborate with Client Services and other teams on complex or high-priority incidents.
- Monitor system alerts and errors, identify potential issues, and proactively inform the Client Support team about incidents or service updates.
- Document findings and solutions in CRM and ticketing systems.
- Create technical guides and knowledge base articles for colleagues and clients.
- Participate in a shared emergency support rota, which may occasionally involve evening, weekend, or public holiday shifts.
Benefits
- Opportunity to develop knowledge of hospitality technology and Smarthotel’s connected solutions.
- Collaborative, international working environment where ideas and contributions matter.
- Great lunch at the Utrecht office.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
