Technical Client Support Specialist - Hotel Tech

In this role, you'll investigate and resolve more complex technical issues, working closely with colleagues across different teams to keep our solutions running smoothly for our hotel clients.

* Fluent English & Dutch is required

Are you someone who likes getting to the bottom of technical issues? Do you enjoy figuring out how systems work, investigating problems and finding solutions that make a real difference for clients? Then we'd love to meet you!

At Smarthotel, we help hoteliers simplify their daily operations with smart, connected technology. Our solutions help hotels manage everything from distribution to payments and direct bookings. And with different systems working together, there's always an interesting technical challenge to solve.

You'll combine your technical knowledge with a customer-focused mindset, making sure that even the most complex issues are handled with care.

You'll mainly support hotels in the Netherlands, alongside clients in Belgium, Germany and other European markets.

As a Technical Client Support Specialist, you'll be the person colleagues turn to when a technical issue needs further investigation. You'll work on complex support cases, analyse what might be causing a problem and find the best way to resolve it.

One day, you might be investigating a connectivity issue between hotel systems. The next, you could be analysing an error in a booking or payment process, or working with our Product and Engineering teams to resolve an issue.

Your responsibilities will include:

• Solving complex technical issues:
  Investigating and resolving technical challenges related to our Channel Manager, Booking Engine, payment solutions, connectivity and hotel websites.
• Getting to the root of problems:
  Analysing system behaviour, errors and technical information to understand what's causing an issue and how to resolve it.
• Managing technical support cases:
  Handling and prioritising Tier 2 support requests, ensuring high-quality solutions within our service standards.
• Working together:
  Collaborating with colleagues across Client Services and other teams to resolve complex or high-priority incidents.
• Monitoring our systems:
  Keeping an eye on system alerts and errors, identifying potential issues and proactively informing the Client Support team about incidents or service updates.
• Sharing technical knowledge:
  Documenting findings and solutions in our CRM and ticketing systems, and creating technical guides and knowledge base articles to help colleagues and clients.

  You'll also be part of a shared emergency support rota, which may occasionally involve evening, weekend or public holiday shifts.

We're looking for someone who enjoys understanding how technology works and doesn't shy away from a complex problem. You're analytical, curious and persistent, but you also understand that behind every technical issue is a client who needs help.

You can work independently on technical investigations while knowing when to involve colleagues. And you're able to explain technical findings in a way that makes sense to people who aren't technical experts.

• At least 2 years of experience in a customer-facing technical role, preferably within enterprise software, SaaS or an environment with multiple integrated systems.
• Strong analytical and troubleshooting skills, with the ability to investigate complex issues and identify their root causes.
• Fluency in both Dutch and English, written and spoken.
• Excellent communication skills and the ability to explain technical information clearly to non-technical colleagues and clients.
• A customer-focused mindset and a genuine commitment to delivering high-quality support.
• The ability to manage multiple technical support cases, prioritise effectively and collaborate with different teams.
• A proactive attitude and an interest in continuously improving processes and solutions.

  It's a plus if you have:

  • An understanding of development concepts or technologies such as HTML, CSS, JavaScript or SQL. You don't need to write production code, but being able to understand technical information and use it to investigate issues is valuable.
  • Experience with hospitality technology, such as Property Management Systems (PMS), channel managers, booking engines or hotel website platforms.
  • Familiarity with payment processing workflows and related compliance requirements.

At Smarthotel, we're passionate about helping hoteliers do business better.

Our connected technology solutions…