Support and Services Executive

Malaysia

ABOUT US

Join IDS Next, one of the world’s leading hospitality technology companies, shaping the digital transformation of the industry. Be part of a team that’s redefining hospitality with AI-ready SaaS solutions designed to empower hotels, restaurants, wellness, and banquet operations across Africa, the Middle East, South Asia, Southeast Asia, and the Pacific Rim.

ROLE OVERVIEW

We are looking for a proactive and detail-oriented Support and Services Executive to join our team in Malaysia. The ideal candidate will be responsible for the training, implementation, and support of our FortuneNext and FX Suite of Hotel ERP solutions – both On-Premise and Cloud. This role will involve project coordination, client interaction, documentation, and end-to-end support throughout the project lifecycle.

RESPONSIBILITIES

1. Training and Implementation

  • Deliver product training and lead the implementation of FortuneNext and FX Suite Hotel ERP solutions (On-Premise and Cloud) at client sites.

2. Project Planning and Requirement Gathering

  • Understand project requirements in alignment with the agreed deliverables.
  • Prepare data pre-requisites and implementation plans based on the Software License & Services Agreement.
  • Ensure strict adherence to internal processes and SOPs across all implementation phases.

3. Pre-Implementation Activities

  • Conduct site surveys and assessments as part of the pre-implementation process.
  • Initiate project kick-offs and manage onboarding processes for clients.

4. Coordination and Communication

  • Coordinate with internal teams and third parties for hardware/software interface requirements and delivery timelines.
  • Serve as the point of contact for implementation-related activities.

5. Incident Management

  • Record, classify, and resolve any incidents arising during the implementation lifecycle, ensuring timely closure.

6. Reporting

  • Provide regular daily and periodic status reports to both internal stakeholders and clients until project closure.

7. Documentation and Handover

  • Maintain comprehensive project documentation throughout the lifecycle.
  • Ensure complete handover post-implementation and closure.

8. Problem Solving and Escalation

  • Identify project challenges or gaps and coordinate with the Project Manager for resolution.

SKILLS

  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • Prior experience in software implementation, preferably in the hospitality or ERP domain.
  • Strong communication, coordination, and problem-solving skills.
  • Ability to manage multiple projects and deadlines efficiently.
  • Willingness to travel within Malaysia for project needs.
  • Knowledge of hotel operations and systems is a plus.

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