ROLE OVERVIEW

IDS Next is Asia’s largest provider of hospitality software. With unmatched industry expertise, IDS Next designs, develops, markets and maintains a comprehensive range of information management systems for various hospitality businesses, including hotels, restaurants, and leisure operations. We help hospitality professionals focus on providing efficient service by developing strategically sound, user-friendly software that enables higher productivity and greater profitability.

RESPONSIBILITIES

• Drive the team in alignment with the organisation’s vision of creating a global support center.
• Actively manage team morale and retention, identifying L&D gaps and addressing them through structured training.
• Conduct regular 1-on-1s, performance discussions, and team feedback sessions.
• Supervise and review incoming tickets, email responses, calls, and chat support interactions to maintain high-quality service.
• Manage a structured team. Finalise monthly rosters for 24/7 support coverage.
• Ensure operational continuity without compromising service quality.
• Track individual and team performance through KPIs and dashboards.
• Provide accurate data for incentive calculations, appraisals, and rewards.
• Ensure daily case closures, SLA compliance, and CSAT performance targets.
• Manage customer escalations with urgency and tact, ensuring transparent and proactive communication.
• Act as the face of support during international client and stakeholder interactions.
• Audit support interactions consistently to uphold and enhance service quality.
• Update internal SOPs and knowledge base in response to new findings or feature changes.
• Continuously enhance support processes through data-driven decisions and best practices.
• Hospitality ERP Support Specialisation:
• Support modules such as Front Office, POS, Housekeeping, Inventory, Finance, and Materials Management.
• Leverage hospitality industry knowledge to contextualize customer problems and accelerate resolutions.
• Make quick, informed decisions to solve technical problems and maintain service continuity.
• Troubleshoot product bugs, escalate issues, and track them via ticketing and bug tracking systems.
• Collaborate with product teams to implement new features, resolve configuration issues, and improve usability.
• Understanding of database concepts, product configuration, and system design principles.
• Interpret technical issues to bridge communication between support and development teams.

SKILLS

• 5–7 years of experience, including at least 2 years in a managerial role.
• Strong background with ticketing systems, bug tracking, and software product support.
• Proficiency in SQL, XML, Cloud platforms, and configuration management.
• Familiarity with support tools (Zendesk, Freshdesk, Jira) and escalation procedures.
• A Background in hospitality operations or ERP software is highly desirable.
• Exceptional interpersonal, communication, and analytical skills.
• Proven experience in managing teams in 24/7 support environments.