Technical Support Executive - L1
Posted Updated
Description
HotelKey, Inc. is seeking Tier 1 Support to join our growing services team supporting operations of Frontdesk and a suite of ancillary applications, which are parts of our new cloud based Property Management System. HotelKey Tier 1 Support will help clients to troubleshoot their issues related to operations and work on tickets raised by them for specific needs.
Tier I support will also work on quality improvement projects for achieving continual improvements in service levels. This is a unique opportunity to support and maintain the HotelKey Product suite which is brand new in the Hospitality Industry.
Responsibilities :
- Resolve all tickets raised by clients
- Troubleshoot functional issues of clients on the HotelKey PMS
- Train end users on how to use the product
- Monitoring error logs for Interfaces to HotelKey PMS
- Meet all SLA requirements and help maintain Key Performance Matrix
- Compile, review and monitor daily / weekly performance of the Project
- Identify improvement areas and implement measures to maximize customer satisfaction levels.
- Assess customer feedback, and evaluate areas of improvements based on critical feedback
- Participate in internal and external (Client retained external audit agency) audits and reviews for the project.
- Work with client IT teams and support knowledge across the team