Technical Support

We are looking for a highly skilled Technical Support Executive with experience in Hotel ERP/Management Systems (PMS). The ideal candidate will be responsible for implementing projects based on pre-defined tasks and guidelines, ensuring timely project completion with successful client sign-offs.

Responsibilities:

Ø Excellent analytical skills and understanding of business processes, and ability to work in a highly customized Hotel ERP/PMS environment.



Ø Implement projects with pre-defined tasks and guidelines and ensuring Project completion with successful sign-offs



Ø Understanding a project’s need or status and amending or updating the project plans which complement the client’s situation.



Ø Training of end users on the respective products during project implementation and after-sales support.



Ø Handling customer queries with respect to the application’s functionality and the organization’s policies



Ø Accurately manage crisis escalation and transfer calls/tasks to other teams as appropriate



Ø Respond to technical support issues at a moment’s notice and be on-call as needed. Constant monitoring of support queue to ensure customer satisfaction and taking the extra step to go above and beyond



Ø Excellent verbal and written communication skills, bonus for multilingual skills.



Ø Daily targets to be met on tasks/cases assigned by the L2 team and cases to be either closed/ escalated to next level.



Ø Maintaining key accounts support and coordination with the Regional team



Ø Troubleshooting a variety of technical and non-technical issues customers are facing with their respective products.



Ø Respond to customer inquiries by understanding inquiries; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answering it.



Ø Improves quality service by recommending improved processes; and identifying new product and service applications and functionalities.



Ø Understanding of technical terminologies. Ability to ask open-ended questions and uncover information. Ability to work as part of a team. Well organized, meticulous attention to detail with ability to multi-task. Proficient attention to detail.

Qualifications:

· Excellent Verbal and Written Communication Skills

· Good analytical skills

· Bachelor’s Degree or Equivalent

· Knowledge of IoT and Windows range of applications

· Customer relationship management

· Multi-linguistic skills

· Hospitality Domain knowledge preferred

· Technical Support Experience

· Knowledge of SQL preferred



Experience if any:

· Experience in the Hotel industry (Hotel IT, Front Office, Operations)

· Experience in the Technical Support Center

· Experience in handling Hotel ERP solutions or Interfaces.

Benefits:

-Competitive salary.

-Opportunities for professional growth and development.

-Collaborative and supportive work environment.

If you have experience working with Hotel Property Management Systems (PMS) and possess the skills to manage the outlined responsibilities, we would be excited to have you on our team.