Support & Services



  • 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


  • 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 in Hotel industry (Hotel IT, Front Office)

  • Experience in Technical Support Center

  • Experience in handling ERP solutions or Interfaces


Please drop your resume to hr@idsnext.com


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