About Planet
Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.
We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.
Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.
Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.
Your Role
As a Customer Support Specialist, you will be the first point of contact for our customers, assisting them via phone or email with technical inquiries and any issues that arise. You will independently analyze and resolve problems while advising our customers on how to use our software optimally and efficiently. After an intensive onboarding phase, you will take over customer consulting, installation, and training, ensuring that they can seamlessly integrate our hotel software into their daily operations.
Your Responsibilities
Technical support and consulting for customers and business partners via phone, email, or the ticketing system.
Detailed documentation of all work steps and solution processes in accordance with internal standards and guidelines.
Maintenance and updating of the ticketing system and internal knowledge database to optimize support processes.
Planning and conducting user training sessions, both online and on-site, to ensure customers can use the software effectively.
Enhancing and maintaining customer satisfaction by providing tailored solutions and first-class service.
Active collaboration within the team and close coordination with other departments to continuously improve the software and services.
Out of Hours Rotation to ensure reliable customer support.
Skills & Competencies
Strong social skills, empathy, and a respectful approach towards customers, colleagues, and partners.
Team spirit and willingness to collaborate efficiently with internal teams, external service providers, and hotel operators.
Excellent communication skills to explain complex technical concepts clearly to customers.
Independent and responsible work ethic, especially when analyzing customer requirements and implementing our products.
High reliability and sense of responsibility to provide optimal support for customers in using the software.
Ability to self-reflect and accept constructive criticism to continuously improve both professionally and personally.
Analytical and logical thinking to develop customer-oriented solutions and optimize processes in the hospitality industry.
Structured and organized approach, particularly in planning and executing software implementations, training sessions, and support requests.
Strong technical affinity and openness to new technologies, especially in PMS (Property Management Systems), channel managers, booking software, and POS systems.
High resilience and strong problem-solving skills to provide effective solutions for hotel clients, even under time pressure.
Qualifications:
Successfully completed training or a degree in hospitality, tourism management, IT, or a related field (preferred).
Experience in the hotel industry or solid knowledge of the hospitality sector to better understand customer needs.
Strong computer skills and a keen interest in IT topics, particularly hotel software and digital solutions.
Fluent English and French skills (spoken and written) to communicate professionally with national and international customers.
Eloquent and confident communication skills, with the ability to maintain a friendly and professional tone even in stressful situations.
Strong customer orientation and a commitment to delivering first-class service and tailored solutions.
Experience with hotel software is an advantage, as well as knowledge of other common PMS, booking, or POS systems in the hospitality industry.
Why Planet
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.
