Executive,
Support & Services

RESPONSIBILITIES:
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Implementation and post implementation support both at site and remotely from office
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Readying implementation data pre-requisites, creating implementation blue prints as per project orders and adherence to process during implementation and training sessions
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Implementation of PMS applications and conducting training sessions to customers
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To record and classify received incidents and undertake immediate effort towards its closure
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To log all incident/service requests, categorize and allocate categories/ classifications
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Follow SOPs in handling incidents raised and ensure an escalation or closure
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Accurately manage crisis escalation and transfer calls/tasks to other teams as appropriate
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Respond to technology support issues at a moment’s notice and be on-call as needed.
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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.
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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.
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Improves quality service by recommending improved processes; identifying new product and service applications.
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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:
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Excellent Verbal and Written Communication Skills
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Excellent presentation and technical writing skills
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Strong customer-focus and problem-solving skills
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Skills in planning, organizing and adapting within a multi-tasking environment
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Able to work independently and under pressure
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Having good knowledge of a product depending on the service area
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Able to identify trouble spots and excellent problem-solving skills
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Good team player
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Able to learn new and evolving technologies
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Excellent time management skills and customer service skills
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Knowledge of IoT and Windows range of application
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Having knowledge of remote connectivity tools (AnyDesk, TeamViewer, RDP, LogMeIn etc.)
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Bachelor’s Degree or Equivalent educational qualifications
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Multi-linguistic skills
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Hospitality Domain knowledge preferred
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Knowledge in SQL preferred
EXPERIENCE IF ANY:
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Experience in Hotel industry (Hotel IT, Front Office)
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Experience in Technical Support Center
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Experience in handling ERP solutions or Interfaces
CONTACT US TO APPLY:
Please drop your resume to hr@idsnext.com
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