Job Description
Implementation and post implementation support both at site and remotely from office.
Readying implementation data pre-requisites, creating implementation blueprints, and training & implementation plans as per project orders and adherence to process during implementation and training sessions.
Implementation of PMS applications (on On-Premises and Cloud platforms) and conducting training sessions to customers.
To record and classify received incidents and undertake immediate effort towards its closure.
To log all incident/service requests, categorize and allocate categories/ classifications.
Follow SOPs in handling incidents raised and ensure an escalation or closure.
Accurately manage crisis escalation and transfer calls/tasks to other teams as appropriate.
Respond to technology support issues at a moment’s notice and be on-call as needed.
Troubleshooting a variety of technical and non-technical issues customers are facing with their respective product. Performs miscellaneous job-related duties as assigned by the supervisors and management.
Respond to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
Improves quality service by recommending improved processes, identifying new product and service applications.
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.
Required Skills
Excellent Verbal and Written Communication Skills
Excellent presentation and technical writing skills
Strong customer-focus and problem-solving skills
Skills in planning, organizing and adapting within a multi-tasking environment
Able to work independently and under pressure
Having good knowledge of a product depending on the service area
Able to identify trouble spots and excellent problem-solving skills
Good team player
Able to learn new and evolving technologies
Excellent time management skills and customer service skills
Knowledge of IoT and Windows range of application
Having knowledge of remote connectivity tools (AnyDesk, TeamViewer, RDP, LogMeIn etc.)
Bachelor’s Degree or Equivalent educational qualifications
Multi-linguistic skills
Hospitality Domain knowledge preferred
Knowledge in SQL preferred
Experience if any
Experience in Hotel industry (Hotel IT, Front Office)
Experience in Technical Support Center
Experience in handling ERP solutions or Interfaces
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