Company DescriptionP3 has over 25 years' experience providing high-quality technology solutions for international hotels and chains. We are a leading provider of booking engines and online check-in/out systems that are custom-designed and built for each client's unique brand.Over the last 6 years, we have seen steady growth in our customer base and have tripled our number of employees. We are growing more each year and are looking for new talents to join our teams.We are open and transparent so that we can continually look for ways to improve our products and how to serve our clients. Personal development and team growth are actively encouraged both on and off the pitch.Job DescriptionP3 Hotels are growing and we're looking for someone to help us give the client support that our customers deserve. Our head office is located in Dublin and the role is remote from the Dublin region. The role will require time spent with colleagues at our shared office space which is located in Dublin.We're looking for someone who not only has good phone manners and can talk through an issue on the phone but who is able to diagnose software bugs, fix them and test them thoroughly before adding them to the weekly release checklists. Hotel experience background is a plus.If that sounds like you and you're looking to move to somewhere you can have an impact then we're looking for someone who's willing to shape a customer support role into what p3 Hotels needs it to be.There is no set 'ideal candidate' for this role. We are keen on hiring individuals with good technical knowledge or training and background in hotels' industry.Key responsibilitiesFirst point of contact for customers who are having issues, via phone and company jira service desk portalActively manage incoming support queries logged. Understand, investigate, reproduce (where possible), and diagnose customer problems.Feedback common issues into development backlog to enhance our software in the futureCreate training videos and manuals for common issues. Help document best practices. Manage an ever-changing FAQ listEssentialsGood phone manner and positive attitude towards customer relationsExcellent verbal and written communication skills to effectively manage the Customer relationshipAbility to work as a team, sharing ideas and resources.Understanding of dealing with customer sensitive data, confidentiality and discretion.Background in hotels' industry.IT qualifications in software related disciplines.minimum 1-2 years of relevant experience is a plusDesirablesPrevious experience in a customer support role in direct contact with customers or clients.You have an understanding of relational databases; experience with SQL scripting, XML, JSON and JavaScript are preferred.Keen to suggest improvements to how we manage our support offeringsAll candidates must have a valid working visa to work in Ireland.PackageHealth Care packageIncome Protection SchemeContributing pension schemeHybrid working environment: remote work and working from the officeTeambuilding trips in great locations to energize and inspireFurther DetailsInterviewing now, starting immediatelyAll candidates must have a valid working visa to work in Ireland.Excellent / proficient knowledge in English both written and speakingWe can do interviews outside of the normal 9-5 so no need to use up annual leave