Customer Support Specialist (French)

About the role

We are looking for a bilingual Customer Support Specialist who will be the first point of contact for users of our hotel software. The successful candidate will handle phone, email and ticket‑based inquiries, resolve technical issues and guide customers on optimal use of the solution.

Key responsibilities

• Provide technical support and consulting to customers and partners via phone, email or ticketing system.
• Document all actions and solutions according to internal standards.
• Maintain and update the ticketing system and internal knowledge base.
• Plan and deliver user training sessions, both online and on‑site.
• Contribute to customer satisfaction by delivering tailored solutions and first‑class service.
• Collaborate with internal teams and other departments to continuously improve the software.
• Participate in out‑of‑hours rotation to ensure 24/7 support coverage.

Required profile

• Completed training or degree in hospitality, tourism management, IT or a related field (preferred).
• Experience or solid knowledge of the hotel industry.
• Fluent in English and French, both spoken and written.
• Strong customer orientation and ability to explain technical concepts clearly.
• Team‑player with good social skills and empathy.

Required skills

• Proficiency with hotel software and familiarity with PMS, booking or POS systems (advantage).
• Strong computer literacy and interest in IT topics.