Hotel Supporter Consultant

About Us:

The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide. 

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.  

We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition. 

Function Overview:

As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience. 

You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career.

We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution. 

Role Overview:

As a Support & Software Consultant (m/f/d) you support our hospitality customers on the phone or by e-mail in case of incoming failures with the property management system “protel”, solve those independently and advise our customers how to use our software even better. Furthermore, you will always drive out to the hotels where you will carry out PMS installations and protel training courses. For all these tasks, you will receive ongoing training in our in-house academy, especially at the beginning but also later.

What you will do:

• Technical support and advice for hospitality customers and distribution partners via phone or email, regarding our PMS solutions
• Planning, implementation and follow-up of protel installations and maintenance of our software products on-site at the customer or remotely
• Increasing and maintaining customer satisfaction
• Maintenance of our ticket tool and our knowledge database
• Detailed documentation of the work steps and the solution process according to internal standards and guidelines
• Planning and implementation of user training courses
• Creation, documentation and maintenance of installation instructions according to internal standards
• If needed, support of our sales staff at product presentations at trade fairs and for customers

Who you are:

• A successfully completed apprenticeship or degree in the field of hotel management and/or information technology
• Solid working knowledge of computers and a high level of interest in the area of information technology
• Direct experience in the hotel business or knowledge of the hotel industry is necessary so that you can put yourself in the shoes of our customers
• Very good command of both spoken and written German and English
• The ability to work independently, make decisions, and not be afraid of taking on responsibility
• Eloquence and a good manner of expression while always maintaining a friendly tone even in stressful situations
• Customer-oriented work philosophy and the demand to always offer first-class service
• Good communication skills and a team player, as well as a confident and assertive demeanor
• Willingness to travel
• Willingness to occasionally work late, at night, or on weekends. (These shifts are only staffed with a small number of supporters which means that the shifts rotate)