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Senior Technical Operations Specialist

About Simplotel:

Simplotel is a Bangalore-based, Software-as-a-Service (SaaS) company helping over 3,000 hotels across 26 countries grow their direct business. We are powering e-commerce for some of the largest hotels in India. The name Simplotel comes from a combination of Simple and Hotel - our mission is to Simplify the life of hoteliers through technology. Simplotel is a ‘Shopify for Hotels’, was founded in October 2013 and is funded by Go-MMT - India’s largest Online Travel Agency.

*Simplotel was awarded the best startup in travel & hospitality for 2021 by Startup India, an initiative of the Union Ministry of Commerce & Industry in India.
(https://www.startupindia.gov.in/nsa2021results/travel.html)

Position: Senior/Lead Content Specialist

We are looking for a Senior/Lead Content Operations Specialist with a keen eye for detail, good command of English, possessing the ability to write and edit grammatically error-free content. The candidate will work with hotels to understand their requirements and process modifications to content for the website, their most important online marketing channel. The candidate must also possess knowledge of the best SEO practices to optimise the website for our customers.

Roles and Responsibilities:

Develop an in-depth understanding of all features of Simplotel’s content management system, and conduct training sessions for large clients to effectively leverage the use of our CMS.
Respond, manage, and resolve customer queries and issues received via a ticketing system and chat.
Oversee and handle the customer experience of key customers, including project management, resource assignment and timely deliveries of projects.
Drive and oversee the allocation of work assignments and the timely delivery of the same.
Prioritise and manage several open issues simultaneously, operate & drive multiple projects internally. Perform quality checks on the team’s tickets to improve quality.
Create SOPs, manuals and checklists, and document product knowledge in detailed steps.
Provide feedback and escalate unresolved issues to internal departments (Software Developers, Customer Success/Account Managers).

Qualifications:

A keen eye for detail and the ability to scrutinise for quality
Excellent written and spoken English
Ability to modify (write and edit) content
Basic understanding of the hotel and the travel industry
Basic technical skills to work with content management systems
Knowledge & understanding of the best SEO practices
Ability to work with customers – large and small
Ability to collaborate within a team and with cross-functional departments
Ability to manage time and hit deadlines
Any bachelor’s degree (preferably Journalism & Mass Comm) with English as the first language

Location: Bangalore

Please share your updated CV at careers@simplotel.com

About Simplotel:

Simplotel is a Bangalore-based, Software-as-a-Service (SaaS) company helping over 2,000 hotels across 21 countries grow their direct business. We are powering e-commerce for some of the largest hotels in India. The name Simplotel comes from a combination of Simple and Hotel - our mission is to Simplify the life of hoteliers through technology. Simplotel is a ‘Shopify for Hotels’, was founded in October 2013 and is funded by Go-MMT - India’s largest Online Travel Agency.

*Simplotel was awarded the best startup in travel & hospitality for 2021 by Startup India, an initiative of the Union Ministry of Commerce & Industry in India.
(https://www.startupindia.gov.in/nsa2021results/travel.html)

Position:

Senior Technical Operations Specialist

We are looking for a Senior Technical Operations Specialist to provide enterprise-level support to our clients (hotels). A suitable candidate needs to have a keen eye for detail, assist with work allocation within a team to ensure the smooth functioning of the Operations department. Ultimately, you will be a person our clients and team members trust. They will rely on you to provide timely and accurate resolutions/advice.

Responsibilities:

Respond, manage, and resolve customer queries and issues sent via a ticketing system
Talk clients through a series of actions (either via phone, email, or chat), until their queries and issues are resolved
Oversee and handle end-to-end experience of key customers including project management, resource assignment and timely delivery. Develop and implement strategies that will ensure a positive experience that exceeds the hotel and its guests’ expectations
Develop in depth understanding of all features of all Simplotel products and partner products that we sell, conduct training sessions for large clients to effectively leverage the use of these products
Create SOPs, manuals and document product knowledge in detailed steps
Follow defined steps to setup and configure our products, coordinating with both external partners as well as client stakeholders where necessary
Provide feedback and escalate unresolved issues to internal departments (e.g.: Software Developers, Customer Success/Account Managers)
Prioritize and manage several open issues simultaneously, operate & drive several projects internally. Perform quality checks on others' work to improve quality

Requirements:

BE/BCA or equivalent degree (preferably in computer science, or electronics & communications)
Excellent problem-solving and communication skills
Good understanding of computer systems, mobile devices and comfortable using software products
Basic understanding and knowledge of DNS (A, NS, MX records etc.)
Able to run basic SQL queries
Keen eye for detail, ability to implement and oversee strict quality control
Ability to sustain with dynamic processes and constant updates
Ability to provide step-by-step guidance, both written and verbal
Ability to design simple processes and procedures
3-4 years of experience in a client-facing role in a consultation/support function, and (preferably) 1 year in a lead position

Location: Bangalore