Technical Operations Specialist

Position:

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 hotel and its guests’ expectations.

  • Conduct training sessions for clients to effectively leverage the use of our products.

  • 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.

  • Create SOPs and document knowledge in detailed steps.

 

Skills Required:

  • BE/BSc/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)

  • Ability to sustain with dynamic processes and constant updates

  • Ability to provide step-by-step guidance, both written and verbal

  • 1 to 2 years of experience in a client-facing role in a consultation/support function.

 

Location: Bangalore

Please share your updated CV on careers@simplotel.com