IDS Next is a company of vision, a company that focuses on the future, a company that develops, deliver and supports innovative technology solutions for the global hotel industry. With unrivalled domain expertise, our driving force is to create solutions that assist hotel to increase revenues, optimize costs and above all provide the ultimate guest experienc...
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Implementation and post-implementation support both at the site and remotely from the office
Readying implementation data pre-requisites, creating implementation blueprints as per project orders and adhering to process during implementation and training sessions
Implementation of PMS applications and conducting training sessions for customers
To record and classify received incidents and undertake immediate efforts toward 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 technical 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 products. Performs miscellaneous job-related duties as assigned by the supervisors and management.
Response to customer inquiries by understanding inquiries; 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 the ability to multitask. Proficient attention to detail
Qualifications
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 applications
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 of SQL preferred
Experience if any:
Experience in the Hotel industry (Hotel IT, Front Office)
Experience in Technical Support Center
Experience in handling ERP solutions or Interfaces
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