Support Technician – Hotel Distribution Software

Provide support to our clients when incidents arise related to the online distribution of their establishments.

Do you know how hotel online distribution works or do you have experience providing software support?

At Septeo, we are looking to add a person to our Channel by Septeo support team, our technological solution linked to hotel distribution.

The position is located at a very interesting point between client, Hospitality, and technology.

You will help hotel establishments resolve problems related to their online reservations, rates, availability, and connections between different systems.

You do not need to have previously worked with all the technologies we mention.

Above all, we are looking for a person with the capacity to investigate, understand problems, and accompany the client until a solution is found.

A Channel Manager keeps rates, availability, and inventory synchronized between the establishment and channels such as Booking.com or Expedia, while the PMS contains the establishment's operational information.

Your job will be to understand what is happening when that communication does not work as it should.

For example:

• A Booking.com reservation that has not arrived correctly.
• A rate that appears differently on an OTA.
• Availability that does not update as it should.
• A room or rate that is incorrectly mapped.
• A restriction that is not being sent correctly.
• A connection that has stopped synchronizing.
• A channel configuration that needs review.

• Manage inquiries and incidents via ticketing, telephone, and email.
• Investigate problems until their origin is understood.
• Keep the client informed throughout the entire process.
• Follow up until confirming that the incident is resolved.
• Perform tests after applying a solution.

You will work with:

• Hotel PMS
• Channel Managers
• Booking Engines
• OTAs such as Booking.com and Expedia
• rates;
• availability;
• restrictions;
• inventory;
• rooms;
• reservations;
• mappings.

• Configure new establishments.
• Review room and rate mappings.
• Validate connections.
• Perform tests before implementation.
• Accompany the client during their first steps.

As you get to know the product, you will also be able to delve into:

• log analysis;
• error interpretation;
• APIs and integrations at a functional level;
• communication between systems;
• responses from technology providers.

We are not looking for a programmer.

We are looking for someone capable of investigating what is happening and gathering the necessary information to correctly resolve or escalate an incident.

We would like to meet you if you have:

• Experience in customer service, functional support, or software support.
• Ability to analyze problems, investigate their origin, and find solutions.
• Ease in working with technological tools and environments.
• Good oral and written communication and the ability to explain solutions simply.
• Organization and autonomy to manage different incidents and priorities simultaneously.
• Customer-oriented approach and attention to detail.

It will be a plus if you have experience in any of these areas:

• Channel Managers.
• Hotel PMS.
• Booking Engines.
• Online hotel distribution.
• Revenue Management.
• OTAs such as Booking.com, Expedia or other distribution platforms.
• Management of ARI: Availability, Rates & Inventory.
• Room and rate mapping.
• Functional knowledge of XML and APIs. We are not looking for a programming profile, but rather the ability to understand connections and investigate incidents.
• Previous experience performing onboarding, configurations, or implementation of establishments.

A person who:

• enjoys investigating and solving problems;
• maintains clear and professional communication with the client;
• knows how to organize and prioritize different incidents;
• has curiosity to understand how systems work;
• learns new tools and processes quickly;
• collaborates well with Support, Product, and Development teams;
• maintains attention to detail even when managing several incidents simultaneously.

You will have the opportunity to specialize in an area where technology and Hospitality meet.

You will work directly with the hotel distribution ecosystem, understanding how establishments, PMS, sales channels, and technological partners connect, and gaining increasing autonomy to investigate and resolve complex situations.

At Septeo, we believe in continuous learning, collaboration, and the responsible use of technology and AI to work more efficiently and provide greater value to our clients.

If you have experience in Hospitality, support, or software and are interested in understanding what happens behind a booking when different systems have to communicate with each other, we want to meet you.

• Participate in Septeo's AI First adventure and discover new ways of working thanks to artificial intelligence.
• Grow and develop thanks to a personalized training itinerary and internal mobility opportunities.
• Live a human experience, exchanging and sharing at themed events such as afterwork gatherings, sporting activities, CSR initiatives, seminars, and much more.
• Join a team that cares for others and is committed to equal opportunity, diversity, and inclusion.