Executive, Support & Services - Hospitality management software

Job Description

Responsibilities

• 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.

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