Executive, Support & Services
IDS Software Management WLL
Hospitality & Leisure
Job Summary
Applications are hereby invited for the advertised position of Executive, Support & Services for a Hospitality management software, candidates with Front office or Finance Operations and Hotel background are welcome to apply, ICT experience will be an added advantage.
- Minimum Qualification : Bachelors
- Experience Level : Entry level
- Experience Length : 3 years
Job Description/Requirements
- Implementation and post implementation support both at site and remotely from office.
- Readying implementation data pre-requisites, creating implementation blueprints, and training & implementation plans as per project orders and adherence to process during implementation and training sessions.
- Implementation of PMS applications (on On-Premises and Cloud platforms) 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.
- Respond 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.
Required Skills
- 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
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