L1 Tech Support Advocate, Canary Technologies
German-Speaking
Providing hospitality technology
Open for applications
Providing hospitality technology
101-200 employees
Open for applications
101-200 employees
Company mission
To help hoteliers thrive through innovative software solutions.
Role
Who you are
- Fluent in German and English
- Previous experience in a customer service or technical support role. Experience in a B2B or SaaS company is preferred
- A customer-focused attitude with a genuine desire to help customers
- Excellent written and verbal communication skills with the ability to explain technical concepts in a simple and understandable manner to non-technical customers
- Strong problem-solving skills and a proactive approach to finding solutions to technical issues
- Willingness to work collaboratively in a team environment and learn from others
- Effective time management skills and the ability to handle multiple tasks simultaneously
What the job involves
- This role is an integral part of the Customer Support team and is responsible for troubleshooting and solving support inquiries
- As a Customer Support Advocate, you will be the first point of contact for customers seeking assistance
- This shift will be during European business hours
- Your role will involve providing prompt and effective solutions, ensuring customer satisfaction, and laying the foundation for a positive support experience
- Initial Troubleshooting: Respond to customer inquiries via phone, email and chat. Conduct initial troubleshooting to diagnose and resolve technical issues and answer product questions
- Escalation: Escalate complex issues to team leads or appropriate internal teams while ensuring all necessary information is relayed for a smooth transition and resolution
- Resource Utilization: Utilize the internal knowledge base and resources to provide accurate information and solutions to commonly occurring issues or questions
- Proactive Communication: Keep customers informed about the progress of their tickets, expected resolution times, and any potential delays, ensuring transparent and proactive communication
- Collaboration: Collaborate closely with team members and cross-functional partners to share insights and feedback. Contribute to the continuous improvement of support processes and customer satisfaction
- Translation: You may be asked to translate Support documentation and Product translations, as needed
- Performance Metrics: Meet or exceed established performance metrics, including response and ticket resolution times
Our take
Embracing the modern era, Canary Technologies is dedicated to revolutionizing the hotel industry through digital transformation. Pioneering the field with its mobile web-based Guest Management System and Digital Authorization solutions, Canary aims to rid hotels of outdated technology, enhancing revenue streams by boosting staff productivity and delivering superior guest experiences.
Co-founders Harman and SJ, childhood friends turned business partners, bring a unique blend of expertise to the table, drawing from their extensive background in both hospitality and technology sectors. With the industry already on an upward trajectory, the post-pandemic landscape has further fueled the demand for their solutions, particularly their contactless check-in and checkout offerings.
Despite competition in the sector, Canary has secured significant funding led by F-Prime Capital, enabling rapid expansion and talent acquisition to meet the burgeoning demand for its innovative solutions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
59% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2024
$50m
SERIES C
Oct 2022
$30m
SERIES B
Total funding: $95.2m
Company benefits
- Our health insurance has you covered on day 1
- Flexible working hours
- Training and career development
- Regular team building events
- A travel stipend for when you stay at Canary hotels
- Internal promotions from within the team
- Kitchen stocked with fruit, snacks, coffee, and more
- We're a diverse and global team
Company HQ
SoMa, San Francisco, CA
Leadership
Harman Singh Narula
(Co-Founder & CEO)Previously founded a custom printed apparel company, The Shirt Guys, LLC. Worked in strategy for Citigroup and Starwood Hotels & Resorts Worldwide, Inc, and as a Management Consultant for Bain & Company.
Satjot "SJ" Sawhney
(Co-Founder)Previously co-founded Mobibolt, Inc and Tapfame before serving as Head of Product at the hospitality technology startup, Stayful.
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