Customer Support Specialist

Job Description:

CUSTOMER SUPPORT SPECIALIST – HOSPITALITY TECH

Keep hotel operations running smoothly by ensuring our self-service technology performs reliably every day.

Behind every great guest experience is reliable technology. As a Customer Support Specialist, you'll play a vital role in keeping our hotel clients' systems running without disruption. Whether remotely troubleshooting or coordinating on-site interventions, you'll deliver the timely, high-quality support that drives customer satisfaction and long-term success.

With more than 3,000 installations in 25+ countries, Ariane is the world leader in hotel check-in automation – and we're just getting started.

About the role

Customer Support sits in the maintenance team, at the intersection of technology and customer service. Your mission is to keep our solutions running reliably, ensuring our clients can depend on them every day.

• Customer service – Strong communication skills and a supportive approach are key as you troubleshoot with hotel clients and provide training to ensure they can use our solutions with confidence.

• Technology – You don't need to build our systems, but you'll need to understand how our systems operate, recognise issues, and escalate them when needed.

• Collaboration – You'll work with R&D, project teams, and field technicians to keep operations smooth and customer satisfaction high.

You'll be responsible for:

• Troubleshoot and resolve incidents across software and hardware so our hotel clients can continue serving their customers without disruption

• Provide first and second-level remote support, escalating complex issues to R&D when needed with clear documentation

• Coordinate field technicians for on-site hardware repairs, changes, and testing

• Train and guide clients in the effective use of our solutions

• Maintain accurate records in the ticketing system for transparency and follow-up

• Contribute to our knowledge base and internal documentation to share best practices

• Collaborate with internal teams (Project Coordinators, R&D, Sales) to deliver consistent customer satisfaction

What We're Looking For

• Strong troubleshooting and problem-solving skills

• Technical understanding of software and hardware environments

• Excellent communication skills in English (French and/or German is a strong advantage)

• Ability to stay calm and effective under pressure

• Experience in customer support, service desk, or hospitality systems is a plus

• Curiosity, adaptability, and a proactive mindset

Responsibility

Relevant Lominger Competencies

Providing first- and second-level support

Customer Focus, Functional/Technical Skills, Drive for Results

Troubleshooting and resolving incidents

Problem Solving, Learning on the Fly, Composure

Escalating technical issues to R&D

Peer Relationships, Problem Solving, Functional/Technical Skills

Maintaining accurate records in the ticketing system

Planning, Drive for Results, Priority Setting

Coordinating field technicians for hardware changes and tests

Planning, Peer Relationships, Drive for Results

Training and guiding clients

Customer Focus, Composure, Functional/Technical Skills

Collaborating with internal teams

Peer Relationships, Customer Focus, Drive for Results

Contributing to knowledge base and documentation

Planning, Learning on the Fly, Functional/Technical Skills

About the company

Ariane is the world leader in self-check-in technology for the hospitality industry, with nearly 20 years of experience and more than 3,000 hotel installations across 25 countries. Our solutions – including automated kiosks, mobile check-in, and web platforms – help hotels streamline arrivals and departures, improve guest satisfaction, and boost operational efficiency.

Since 2024, Ariane has been part of Jonas Hospitality, a portfolio group within Constellation Software Inc. (via Vertus), one of the world's leading software companies. This gives us the best of both worlds: the agility of a focused product team and the backing of a global organization. It opens up exciting new opportunities for collaboration, innovation, and long-term growth within the wider hospitality tech ecosystem.

At Ariane, we operate with an informal, hands-on culture. We value teamwork, initiative, and delivering first-class solutions. Every team member is expected to think independently, stay curious about the industry and emerging technologies, and embrace change and cross-functional collaboration.

Why join us?

By joining our Maintenance team, you'll play a vital role in keeping our award-winning solutions running in hotels worldwide. You'll gain international exposure, build deep technical expertise, and be part of a collaborative environment where reliability, initiative, and customer success are valued every day.

Ready to join us?

Send your CV and a short cover letter to – we look forward to hearing from you

Business Unit:

Ariane

Scheduled Weekly Hours:

40

Number of Openings Available:

1

Worker Type:

Regular

Career Site:

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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