About the job
About us
Founded in 1987, IDS Next became India’s largest hotel software company in its first decade of operations and Asia’s largest in 2009. Today, IDS Next is the leading provider of smart hotel software across Southeast Asia, the Middle East, Africa, and Oceania and serving in 50 countries.
Responsibilities
- Implementation and post implementation support both at site and remotely from office
- Readying implementation data pre-requisites, creating implementation blueprints, and training & implementation plans as per project orders and adherence to process during implementation and training sessions.
- Implementation of PMS applications (on On-Premises and Cloud platforms) and conducting training sessions to customers.
- To record and classify received incidents and undertake immediate effort towards 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 technology 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 product. Performs miscellaneous job-related duties as assigned by the supervisors and management.
- Respond to customer inquiries by understanding inquiry; 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 ability to multi-task. Proficient attention to detail.
Qualifications and required skills
- 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 identify trouble spots and excellent problem-solving skills
- Able to learn new and evolving technologies
- Knowledge of IoT and Windows range of application
- Having knowledge of remote connectivity tools (AnyDesk, TeamViewer, RDP, LogMeIn etc.)
- Bachelor’s Degree or Equivalent educational qualifications
- Hospitality Domain knowledge preferred
- Knowledge in SQL preferred
Experience
- 3-4 years of experience
- Experience in Hotel industry (Hotel IT, Front Office) preferred.
- Experience in Technical Support Center
- Experience in handling ERP solutions or Interfaces
Package: Best in industry
