Homeoffice Customer Technical Support (f/m/d)

We are Apaleo!

Apaleo's API-first property management platform empowers accommodation providers to design a technology stack that creates unique digital guest & staff experiences. The Apaleo Store enables integrations to hundreds of apps to streamline operations, enhance the guest journey and maximize revenue. We're looking for a Customer Technical Support Specialist (f/m/d) to join our team!

Your Role in Enhancing Customer Experience:

As a vital member of our Customer Support team, you'll play a crucial role in empowering our customers to make the most of our platform.

• Assist and Empower: Take charge of level 2 escalation ticket inquiries, diagnosing and troubleshooting technical problems related to customer integrations, and providing exceptional support leveraging your API and Apaleo platform expertise.
• Teamwork and Problem Solving: Collaborate with cross-functional teams, including business development and product experts, to tackle complex challenges and bring our API-first and open platform vision to life.
• Elevate Customer Experience: Elevate the customer experience by providing unparalleled support to our customers, app partners, and clients within the Apaleo API ecosystem.
• Continuous Improvement: Embrace opportunities for personal and professional growth by actively participating in our continuous improvement process.
• Documentation and Knowledge Management: Identify frequently asked technical questions, enhance technical documentation for self-service, prepare reports on customer issues, and maintain the Apaleo Dev knowledge base.
• Adaptability: You thrive on flexibility, willingly participating in the on-call rotations.
  
  

About You:

We're seeking a dedicated team member with the following qualities:

• Customer Support Experience: You bring at least 3 years of customer support experience, ideally from the travel or tech industry, ideally worked with API-based products (like SaaS/IaaS/PaaS), or from international customer support teams.
• Technical Skills: If you possess 3 or more years of experience in customer-facing technical support, including extensive work with APIs and log analysis, it would be highly preferable.
• Language Proficiency: Your English skills are top-notch (C1 level) in spoken and written communication, encompassing phone and email correspondence.
• Team Player: You value honesty, accountability, and teamwork. You understand the importance of a positive working culture and treat everyone with respect, offering assistance when needed, and upholding our company values.
• Growth Mindset: You embrace an open feedback culture and actively seek growth opportunities. You're an avid learner, always eager to expand your knowledge and adapt quickly to new systems and processes.
  
  

Consideration would be highly given if you possess the following skills:

• A minimum of 2-3 years of experience in technical support with a preference for REST APIs, automation, or software product experience.
• Demonstrated experience in managing cases throughout the entire support lifecycle, from the initial customer inquiry to triage and reproduction, writing bug reports for handoff to the development team, and case resolution.
• Proficiency in writing SQL queries, reading logs, making HTTP calls to APIs, and scripting repetitive tasks.
• German language skills are always a plus as the majority of the contacts are in the German language.
  
  

If you meet these qualifications or believe you have the potential to excel in this role, we encourage you to apply. Your passion for delivering exceptional customer experiences and your commitment to detail-oriented problem-solving matter most to us.

We offer:

• A diverse team of motivated and international experts from various disciplines and backgrounds;
• A key role in one of the most promising international start-ups in the hospitality industry, located in the heart of Munich;
• Fair compensation with a transparent peer review and career progression plan;
• Flexible and free choice of work location + we support remote work;
• Team events: cocktail club, dinners, meet-ups, Oktoberfest;
• 30 vacation days per year;
• Free public transportation inside the city of Munich.
  
  

We are an Equal Opportunity and Affirmative Action Employer, who encourages applications from all qualified individuals without regard to colour, race, religion, gender identity, sex, gender expression, national origin, age, marital status, disability, or to other non-work-related factors.