RESPONSIBILITIES:

• Implementation and post implementation support both at site and remotely from office

• Readying implementation data pre-requisites, creating implementation blue prints as per project orders and adherence to process during implementation and training sessions

• Implementation of PMS applications 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.

• Responds 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

REQUIREMENTS:

• 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

CONTACT US TO APPLY:

Please drop your resume to hr@idsnext.com

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