Description
Founded in 2008 and with offices in Switzerland, Spain, the UK, the US, and the Netherlands, Palisis is an industry technology pacemaker trusted by the largest sightseeing operators in over 125 countries. With strong organic growth and several acquisitions made, Palisis has consolidated the best-in-class technologies available for web, ticketing, reservation and distribution into one seamless system. While tourists enjoy their vacations, Palisis empowers operators silently as their comprehensive technology backbone – from booking to boarding!
As a Support Specialist to provide excellent assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers with the functionalities of our product.
Your responsibility includes being the first point of contact for the client, analysing and monitoring the issues and then deciding on the best and most efficient way of resolving the issue. In addition to that, you will also be in contact with customers in order to make known our own product and generate new business relationships. You will use a ticketing system and the phone to contact prospective customers and give existing clients quick answers.
Position & Responsibilities
- Serving as the first point of contact for customers seeking assistance, mainly over our ticketing system and phone.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Determining the best solution based on the issue and details provided by the customer in a timely manner.
- Walking the customer through the problem-solving process.
- Directing unresolved issues to the next level of support.
- Educating customers about our system and its functionality.
- Collaborating with the Knowledge Team to develop articles in order to increase our information and resolution system and improve our support centre.
- Collaborating with the Customer Success Managers to find areas of improvement in their accounts.
- Prioritising and managing a number of open cases at the same time.
- Self-sufficient learning and the capability to acquire knowledge by reading and understanding manuals and working things out from logical principles.
Requirements
- Minimum Education: High school diploma or higher
- Minimum Experience: Having worked in a similar position for +2 years
- Technical understanding: Computer affinity and confident use of Microsoft Office tools is necessary
- Minimum Language Skills: Spanish, English and German
- Location: Granada
Key Attributes
- Multilingual Proficiency: Additional languages such as Italian, French, or Portuguese will be highly advantageous.
- Strong communication skills: Excellent written and verbal communication abilities are essential for effectively interacting with customers and colleagues.
- Problem-solving aptitude: Demonstrated capability to analyze issues and devise effective solutions, showing strong problem-solving skills.
- Attention to detail: Meticulous attention to detail to ensure accuracy and precision in handling customer inquiries and resolving issues.
- Composure under pressure: Ability to maintain a calm and clear demeanour in high-pressure situations, ensuring optimal support and assistance to customers.
- Proactive work approach: Initiative to take proactive steps in delivering exceptional customer support and a continuous drive for personal and team improvement.
- Team collaboration: Demonstrated ability to collaborate effectively within a team, fostering a positive and productive working environment.
Benefits
When you join Palisis, you become part of an exceptional international team, working in an environment built on cooperation, trust, and goodwill. Our benefits include:
- A permanent contract provides job stability
- The flexibility to work from home, promoting work-life balance
- Enjoy a half day off on your birthday
- 25 days annual leave per year
We invite qualified candidates to join our dynamic team and contribute to our continued growth and success. If you are ready for an exciting opportunity in the travel technology industry, please submit your application below.