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.
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.
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.