Support Specialist L1, PMS

Company Description

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Built on the Shiji Platform - the only truly global hotel technology platform - Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.

The best hotels run on Shiji - day and night.

Job Description

We are looking for a Support Specialist to provide functional support to users efficiently and effectively. This position is the first point of contact to customers.  The specialist will manage calls (logging, identifying, categorizing and prioritizing) as well as diagnosing and actively resolving customer requests.  As part of their duties, they will need to escalating incidents appropriately to maintain the service level agreements (SLA). 

Key Responsibilities:

• Provide first-level contact and convey resolutions to customers' issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilise excellent customer service skills and exceed customers’ expectation.
• Ensure proper recording, documentation and closure.
• Recommend procedure modifications or improvements.
• Maintain and increase knowledge of operational procedures, products and services.
• Ability to work 24/7 shifts to provide high-quality support to global customers across multiple time zones.

Qualifications

• Minimum 2 years of experience in hospitality or a customer support role.
• Strong analytical, organizational, communication and people skills.
• Passionate about the hospitality industry and delivering exceptional customer service.
• Ability to thrive in a fast-paced, multi-tasking environment.
• Professional attitude with a strong “get-it-done” work ethic.
• Ability to adapt quickly to new technologies, products and procedures.
• Must be fluent in English.
• ITIL Service Management fluency preferred.

Additional Information

Interested?

We look forward to your application, including your possible starting date and salary expectations.

We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.