Job Description for Executive, Technical Support Center
Ø All of our work is remote and individual tickets, so the person needs to be self-sufficient
Ø Excellent analytical skills and understanding of business process, and ability to work in a highly customized ERP/PMS environment
Ø Implement projects with pre-defined tasks and guidelines and ensuring Project’s completion with successful sign-offs
Ø Understanding a project’s need or status and amending or updating the project plans which compliments the client’s situation.
Ø Training of end users on the respective products during project implementation and after-sales support.
Ø Handling customer queries with respect to the application’s functionality and the organization’s policies
Ø Accurately manage crisis escalation and transfer calls/tasks to other teams as appropriate
Ø Respond to technical support issues at a moment’s notice and be on-call as needed. Constant monitoring of support queue to ensure customer satisfaction and taking the extra step to go above and beyond
Ø Excellent verbal and written communication skills, bonus for multilingual skills.
Ø Daily targets to be met on tasks/cases assigned by L2 team and cases to be either closed/ escalated to next level.
Ø Maintaining key accounts support and coordination with Regional team
Ø Troubleshooting a variety of technical and non-technical issues customers are facing with their respective products.
Ø 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 to it.
Ø Improves quality service by recommending improved processes; identifying new product and service applications and functionalities.
Ø 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
· Good analytical skills
· Bachelor’s Degree or Equivalent
· Knowledge of IoT and Windows range of application
· Customer relationship management
· Multi-linguistic skills
· Hospitality Domain knowledge preferred
· Technical Support Experience
· Knowledge in SQL preferred
· Experience in Hotel industry (Hotel IT, Front Office)
· Experience in Technical Support Center
· Experience in handling ERP solutions or Interfaces