📍 Job Overview

• Job Title: Customer Support Specialist (French Speaking)
• Company: Planet
• Location: Kilkenny, Ireland
• Job Type: Hybrid (3 days in office)
• Category: Customer Support
• Date Posted: 2025-05-12
• Experience Level: Entry-level to 2 years
• Remote Status: On-site with hybrid option

🚀 Role Summary

• Key Responsibilities: Provide technical support and consulting to customers and business partners via phone, email, or ticketing system. Maintain and update the ticketing system and internal knowledge database. Plan and conduct user training sessions to ensure customers can use the software effectively. Enhance and maintain customer satisfaction by providing tailored solutions and first-class service. Collaborate within the team and coordinate with other departments to continuously improve the software and services. Participate in an out-of-hours rotation to ensure reliable customer support.

💻 Primary Responsibilities

• Technical Support: Handle technical inquiries and issues from customers and business partners via phone, email, or ticketing system. Provide clear and concise explanations of complex technical concepts to customers.
• Documentation: Document all work steps and solution processes in accordance with internal standards and guidelines to optimize support processes.
• Training: Plan and conduct user training sessions, both online and on-site, to ensure customers can use the software effectively. Tailor training sessions to meet the specific needs of each customer.
• Customer Satisfaction: Enhance and maintain customer satisfaction by providing tailored solutions and first-class service. Go above and beyond to ensure customers are happy with the support they receive.
• Team Collaboration: Collaborate within the team and coordinate with other departments to continuously improve the software and services. Share knowledge and best practices with colleagues to improve overall support quality.
• Out-of-Hours Rotation: Participate in an out-of-hours rotation to ensure reliable customer support during evenings, weekends, and holidays.

🎓 Skills & Qualifications

Education:

• Successfully completed training or a degree in hospitality, tourism management, IT, or a related field (preferred).

Experience:

• Experience in the hotel industry or solid knowledge of the hospitality sector to better understand customer needs.
• Experience with hotel software is an advantage, as well as knowledge of other common PMS, booking, or POS systems in the hospitality industry.

Required Skills:

• Strong social skills, empathy, and a respectful approach towards customers, colleagues, and partners.
• Team spirit and willingness to collaborate efficiently with internal teams, external service providers, and hotel operators.
• Excellent communication skills to explain complex technical concepts clearly to customers.
• Independent and responsible work ethic, especially when analyzing customer requirements and implementing products.
• High reliability and sense of responsibility to provide optimal support for customers in using the software.
• Ability to self-reflect and accept constructive criticism to continuously improve both professionally and personally.
• Analytical and logical thinking to develop customer-oriented solutions and optimize processes in the hospitality industry.
• Structured and organized approach, particularly in planning and executing software implementations, training sessions, and support requests.
• Strong technical affinity and openness to new technologies, especially in PMS (Property Management Systems), channel managers, booking software, and POS systems.
• High resilience and strong problem-solving skills to provide effective solutions for hotel clients, even under time pressure.

Preferred Skills:

• Fluency in English and French (spoken and written) to communicate professionally with national and international customers.
• Eloquent and confident communication skills, with the ability to maintain a friendly and professional tone even in stressful situations.
• Strong customer orientation and a commitment to delivering first-class service and tailored solutions.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range:

• The salary range for this role is not specified in the job listing. According to Glassdoor, the average salary for a Customer Support Specialist in Ireland is approximately €28,000 per year. However, this can vary depending on the company, experience level, and specific job requirements.

Benefits:

• Planet offers a hybrid work model, with three days a week in the office.
• Reasonable accommodations may be made to allow for an individual to perform the essential functions of this role successfully.

🎯 Team & Company Context

🏢 Company Culture

Industry:

• Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers. They create great experiences for the millions of people who use their payments, software, and tax-free solutions every minute of every day.

Company Size:

• Planet has over 2,500 employees located across six continents, serving customers in more than 120 markets.

Founded:

• Planet was founded over 35 years ago and has its headquarters in London.

Team Structure:

• The team structure for this role is not specified in the job listing. However, as a Customer Support Specialist, you will likely work closely with other support team members, as well as collaborate with internal teams, external service providers, and hotel operators.

Development Methodology:

• Planet uses a structured approach to software development, with a focus on customer needs and continuous improvement. The development process involves close collaboration with customers, internal teams, and external partners to ensure that the software meets the needs of the hospitality industry.

📈 Career & Growth Analysis

Web Technology Career Level:

• This role is an entry-level position in the customer support field, focusing on providing technical assistance to customers. As a Customer Support Specialist, you will gain valuable experience in customer service, technical support, and software implementation.

Reporting Structure:

• As a Customer Support Specialist, you will report directly to the Customer Support Manager. You will work closely with other support team members, as well as collaborate with internal teams, external service providers, and hotel operators.

Technical Impact:

• In this role, you will have a direct impact on customer satisfaction and the overall success of the software. By providing excellent technical support and training, you will help ensure that customers can use the software effectively and efficiently.

🌐 Work Environment

Office Type:

• Planet offers a hybrid work model, with three days a week in the office. This allows for a balance between remote work and in-person collaboration with colleagues.

Office Location(s):

• The office for this role is located in Kilkenny, Ireland.

Workspace Context:

• As a Customer Support Specialist, you will work in a collaborative environment with other support team members, as well as collaborate with internal teams, external service providers, and hotel operators. You will have access to the necessary tools and resources to perform your job effectively, including a computer, phone, and access to the company's internal systems.

Work Schedule:

• The work schedule for this role is not specified in the job listing. However, as a Customer Support Specialist, you will be expected to work standard business hours, with the possibility of working evenings, weekends, and holidays as part of the out-of-hours rotation.

📄 Application & Technical Interview Process

Interview Process:

• The interview process for this role is not specified in the job listing. However, as a Customer Support Specialist, you can expect the interview process to include a phone or video screen, followed by one or more in-person or video interviews with members of the customer support team and other relevant stakeholders.

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation (N/A for this role)

ATS Keywords:

• Customer Support, Technical Support, Communication Skills, Problem-Solving, Team Collaboration, Training, Documentation, Analytical Thinking, Hospitality Knowledge, Software Implementation, Customer Orientation, Technical Affinity, Empathy, Organizational Skills, Reliability, Resilience

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Web Development Values:

• Planet values strong social skills, empathy, and a respectful approach towards customers, colleagues, and partners. They also emphasize team spirit, willingness to collaborate, excellent communication skills, independent and responsible work ethic, high reliability, sense of responsibility, ability to self-reflect and accept constructive criticism, analytical and logical thinking, structured and organized approach, strong technical affinity, and high resilience.

Collaboration Style:

• Planet encourages a collaborative work environment, with a focus on teamwork and close coordination with internal teams, external service providers, and hotel operators. They value open communication, knowledge sharing, and continuous learning.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• As a Customer Support Specialist, you will face technical challenges such as troubleshooting software issues, explaining complex technical concepts to customers, and optimizing support processes. You will also need to stay up-to-date with the latest software updates and new features.

Learning & Development Opportunities:

• In this role, you will have the opportunity to learn and develop your skills in customer service, technical support, and software implementation. You will also have the chance to gain experience in a global company with a diverse customer base, allowing you to develop your cultural competency and language skills.

💡 Interview Preparation

Technical Questions:

• During the interview process, you can expect to be asked technical questions related to customer support, problem-solving, and software implementation. You may also be asked about your experience with hotel software and your understanding of the hospitality industry.

Company & Culture Questions:

• You can expect to be asked questions about your communication skills, teamwork, and adaptability. You may also be asked about your availability for the out-of-hours rotation and your willingness to travel for on-site training sessions.

Portfolio Presentation Strategy (N/A for this role)

📌 Application Steps

To apply for this Customer Support Specialist (French Speaking) position at Planet:

• Submit your application through the application link provided in the job listing.
• Tailor your resume and cover letter to highlight your relevant experience and skills, with a focus on customer service, technical support, and software implementation.
• Prepare for the interview process by researching the company, practicing common customer support scenarios, and brushing up on your technical skills.
• Be ready to discuss your availability for the out-of-hours rotation and your willingness to travel for on-site training sessions.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.