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

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Experience if any

 Experience in Hotel industry (Hotel IT, Front Office)

 Experience in Technical Support Center

 Experience in handling ERP solutions or Interfaces