Customer Support Representative – Hospitality

Are you looking for an opportunity to start or develop your career in a dynamic and technological environment?
Priority Hospitality is looking for curious, service-oriented individuals with a strong technical mindset to join our Customer Care team.
As part of the role, you will work closely with our customers, develop in-depth knowledge of the Optima system and its solutions, investigate technical and operational issues, and support customers in their day-to-day work with the system.
No deep technical background is required – we are looking for people with technical orientation, analytical thinking, curiosity, and a strong ability to learn.
Responsibilities
• Provide professional, efficient, and service-oriented support to customers regarding technical and operational issues
• Perform troubleshooting by gathering relevant information, analyzing issues, identifying possible causes, and providing solutions according to established processes
• Take ownership of customer cases, including follow-up, documentation, and ongoing communication until resolution or escalation to the appropriate professional team
• Develop in-depth knowledge of the Optima system, its processes, and the hospitality business environment
• Manage and prioritize multiple customer cases according to urgency, business impact, and SLA
• Collaborate with professional and technical teams across the organization to resolve customer issues
• Train and guide new and existing customers on effective use of the system
• Accurately document customer inquiries, troubleshooting steps, and solutions in the CRM system
• Identify recurring issues and raise them to the relevant teams
• Participate in initiatives aimed at improving customer experience, internal processes, and knowledge sharing
דרישות התפקיד
• Technical orientation and a strong interest in learning and understanding software systems
• Analytical and problem-solving skills, with the ability to investigate issues, ask the right questions, and think logically
• Curiosity and a strong ability to learn new technologies, products, and business processes
• Ability to work with multiple systems and understand processes and dependencies between them
• Excellent verbal and written communication skills in Hebrew and English
• Service-oriented mindset, patience, and the ability to understand customer needs
• Strong ownership and personal accountability
• Ability to manage multiple tasks and priorities in a dynamic environment
• Strong team player with the ability to collaborate effectively with different teams across the organization
• Previous experience in customer service, customer support, or working with software systems – an advantage
• Basic familiarity with SQL, APIs, logs, interfaces, or databases – an advantage, but not required
• Experience in the hospitality industry – an advantage