HotelKey is looking for a Tier 1 Technical Support Specialist with 1–2 years of experience to join our growing services team. In this role, you will support client operations for our cloud-based Property Management System (PMS) and suite of ancillary hospitality applications. You will troubleshoot functional issues/calls, manage client tickets, and contribute to continuous service level improvements for a cutting-edge hospitality platform.
Key Responsibilities
Responsibilities :
- Resolve all tickets raised by clients
- Troubleshoot functional issues of clients on the HotelKey PMS
- Train end users on how to use the product
- Monitoring error logs for Interfaces to HotelKey PMS
- Meet all SLA requirements and help maintain Key Performance Matrix
- Compile, review and monitor daily / weekly performance of the Project
- Identify improvement areas and implement measures to maximize customer satisfaction levels.
- Assess customer feedback, and evaluate areas of improvements based on critical feedback
- Participate in internal and external (Client retained external audit agency) audits and reviews for the project.
- Work with client IT teams and support knowledge across the team
Requirement :
- Experience in Tier I Support activities
- Excellent people management skills and communication skills required
- Good Analytical and presentation skills
- Knowledge of Microsoft Word and Excel
- Experience in Hospitality Industry property management is a plus.
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