Saas support engineer

Job Title: SaaS Support Engineer (Remote)

Company Overview: HTS is a leading Software as a Service (SaaS) company providing an all-in-one ecosystem solution tailored for the hospitality industry. Our comprehensive platform serves over 150 hotels, primarily located in Switzerland. We are committed to delivering exceptional support and innovative solutions to our clients, ensuring their operational efficiency and guest satisfaction.

Location: Remote (Candidates can work from anywhere)

Department: Technical Support

Position Overview: We are seeking a dedicated and versatile SaaS Support Engineer to join our remote team. This role is pivotal in providing exceptional support to our hotel clients, ensuring their seamless experience with our ecosystem solution. The ideal candidate will possess broad technical knowledge, excellent problem-solving skills, and the ability to communicate effectively with clients and internal teams.

Key Responsibilities:
- Respond promptly to support requests from hotel clients, addressing issues with no or low-code customizations and adjustments.
- Collaborate with clients to understand their needs and provide appropriate solutions within the system.
- Escalate complex technical issues to developers, creating detailed tickets and setting priorities based on the client's impact.
- Maintain regular communication with clients, providing status updates and ensuring their satisfaction.
- Independently develop knowledge using manuals, online resources, and internal documentation.
- Analyze accounting journals and lists as needed to support clients.
- Utilize front office systems (e.g., Hogatex) and MS Office applications (Word and Excel) to support client operations.
- Manage printer configurations and troubleshoot issues within the Windows environment.
- Develop general basic Property Management System (PMS) knowledge relevant to the hospitality industry.

Qualifications:
- Proficiency in spoken and written German
- Good command of English, both spoken and written
- Basic knowledge of accounting principles and ability to analyze accounting data
- Familiarity with front office systems, MS Office Word, and Excel
- General knowledge of Windows environment and printer management
- Special and general knowledge of the gastronomy industry
- Willingness to independently develop and expand technical know-how

Preferred Qualifications:
- Knowledge of French, both spoken and written
- Advanced proficiency in MS Excel, including filter functions and simple calculation formulas
- Extensive experience with front office systems such as Hogatex
- Strong knowledge of Windows printer management and firmware updates
- Detailed understanding of Property Management Systems (PMS)
- A bachelor's degree is preferred but not mandatory

Application Process: To apply, please send your resume and a cover letter detailing your relevant experience and why you are a great fit for this role to arina.coviello@hts-experts.com
Join HTS and be part of a dynamic team dedicated to transforming the hospitality industry through innovative technology and exceptional customer support!