Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.
Job DescriptionTo support our Support team, we’re looking for a motivated Support Specialist. As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.
Working in Technical Support, the Support Specialist will provide first class technical support to customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.
Job Description
Provide first level support to our Daylight PMS customers with a focus on quality and customer satisfaction and within the defined parameters of support services.
- Understand our customer needs, expectations and assist them using our applications.
- Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
- Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
- Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
- Attend regular product/technology training to remain up to date with developments of the Daylight PMS solution.
- Fluent in English and German
- Experience working within Hospitality Industry
- Experience of supporting customers over the phone
- Experience using Remote Access Tools to support customers
- Networking skills – Setting up, troubleshooting and configuring
- Computer Skills – Setting up, upgrading, trouble shooting, installation and configuration
- Experience in a customer facing role working to defined levels of service delivery
- Experience of using IT systems to include OS installation and configuration
- Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
- Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
- Ability to work independently and in a team environment.
- Operates with energy, direction, speed and quality
- Experience of writing knowledge base articles for internal publication
- Mentoring colleagues when faced with challenging issues
Applicable Competencies:
- Customer Focus: Passionately meets or exceeds customer Expectations. Enters the customer’s world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.
- Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required.
Our Benefits
- Basics
- 📝 Full time job contract
- 🌎 Office or Hybrid work
- 🚗 Free parking
- 💊 Health insurance
- ☀️ A modern workplace in the Sunny Algarve
- Working conditions & Development
- 💻 Dell laptop, keyboard, mouse, wireless headphones and monitor
- 🌱 40h for development during work time
- 🙌 Challenging and creative technology environment with a great deal of freedom and responsibility
- 👨💻 Udemy platform access
- 📚 In-house workshops, training sessions or meet-ups
- 🚀 Opportunity to grow inside the global organization and develop yourself both professionally and personally
- Extras you may like
- ☕️ Free coffee, milk and fruits (every week)
- 🎉 Snack event (every month)
Skills Required
- Fluent in English and German
- Experience working within Hospitality Industry
- Experience of supporting customers over the phone
- Experience using Remote Access Tools to support customers
- Networking skills - setting up, troubleshooting and configuring
- Computer skills - setup, upgrade, troubleshooting, installation and configuration
- Experience in a customer facing role working to defined levels of service delivery
- Experience of using IT systems including OS installation and configuration
- Strong troubleshooting skills and process improvement mindset
- Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
- Ability to work independently and in a team environment
- Experience of writing knowledge base articles for internal publication
- Mentoring colleagues when faced with challenging issues
What We Do
Shiji is a multi-national technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, Shiji today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Some of our products: Shiji Enterprise Platform - Enterprise-first, cloud platform for PMS, CRS and more Infrasys - Enterprise-level cloud Point-of-Sale ReviewPro - Hotel reputation and guest experience Concept - Golf, spa, and membership management IcePortal - Visuals and content distribution Payment Solutions - Global Payment Services Shiji Distribution Solutions - Global switch and channel manager
