Executive, Support & Services - Hospitality management software

Job Description  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