Support Technician - Hospitality Software

Description

Job Summary: We are looking for a Support Technician for our Ulyses Cloud PMS to ensure an excellent support experience by resolving incidents and assisting customers. Key Highlights: 1. Experience in technical support or SaaS customer service 2. Knowledge of the hospitality industry (reservations, check-in/out) 3. Indefinite contract and professional development **Company Description** **Are you interested in technology and the hospitality industry? Are you motivated to help customers get the most out of a SaaS software solution?** At Septeo, we are seeking to hire a Support Technician for our Ulyses Cloud PMS—a key solution for hotel management. You will join a technical team focused on delivering agile, responsive, and high-quality service, supporting our customers in their day-to-day operations. **Job Description** **What will be your mission?** Ensure an outstanding support experience by resolving incidents and guiding customers in using the software, guaranteeing operational continuity and customer satisfaction. **What will you do on a daily basis?** * Resolve incidents and inquiries via ticketing system, phone, and email * Assist users with functional use of the hotel software (PMS and associated tools) * Perform basic system technical maintenance tasks * Escalate incidents to technical teams when necessary, ensuring proper traceability * Track tickets to resolution while keeping the customer informed * Create and update documentation (user manuals, FAQs, procedures) * Identify improvements in support processes or in the product **Requirements** * Experience in technical support or customer service within SaaS or enterprise software environments * **Knowledge of the hospitality industry**: reservations, check\-in/check\-out, rates, availability, channel manager, etc. * Familiarity with ticketing tools and cloud environments * Strong written and verbal communication skills * Intermediate\-to\-advanced level of English (especially written) * Availability for rotating shifts * **We especially value** * Knowledge of French * Prior experience with PMS or other hospitality solutions **Additional Information** **What we offer** * Indefinite contract * Stable project within a growing technology company * Collaborative, customer\-oriented environment * Product training and professional development If you meet the requirements described above and are interested in joining our team, we offer a rewarding work environment with continuous learning opportunities and a competitive salary. We look forward to welcoming you!