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: Technical Operations Specialist
We are looking for a Technical Operations Specialist to provide enterprise-level support to our clients (hotels). A suitable candidate needs to have a keen eye for detail, work collaboratively within a team to ensure the smooth functioning of the Operations department. Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate resolutions.
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
Develop and implement strategies that will ensure a positive experience that exceeds the expectations of the hotel and its guests
Conduct training sessions for clients to effectively leverage the use of our products
Follow defined steps to set up 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
Create SOPs and document knowledge in detailed steps
Requirements:
BE/BTech or equivalent degree (preferably not 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)
Ability to sustain with dynamic processes and constant updates
Ability to provide step-by-step guidance, both written and verbal
0 to 2 years of experience in a client-facing role in a consultation/support function