Shiji Group

Implementation Specialist

• Execute end-to-end Food & Beverage (F&B) POS implementation projects remotely or on-site within the Americas region by understanding user requirements, installing hardware such as servers, workstations, and printers, and other various implementation activities such as: configuring systems, testing connectivity, ensuring proper cable setup to support seamless system installation and a smooth customer transition.
• Provide user training on-site or remotely to ensure customers can effectively operate the POS system, helping to increase user adoption and reduce operational disruptions.
• Perform POS version upgrades either remotely or on site, ensuring minimal disruption to customer operations.
• Report and escalate critical issues and functional requests from customers to appropriate internal teams, including Product and Development, and follow through to ensure timely resolution.
• Troubleshoot and provide guidance to operational and application related customer inquiries during implementations, offering consultative support to ensure a successful deployment.
• Deliver remote support post-implementation to assist customers with system usage ensuring smooth ongoing operations.
• Prepare and submit daily project reports and upon project completion, maintain accurate and up-to-date records of implementation activities and outcomes.
• Attend and participate in scheduled internal training to remain current on new product developments and current POS system functionalities.

Customer Support

• Resolve post install customer inquiries via phone and electronic means.
• Provide level one support, including problem resolution within published goals.
• Resolve issues using the Knowledge Base, product documentation, Lab Testing, etc.
• Provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues.
• Track and document the service desk request problem-solving process.
• Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
• Analyze and clarify customer queries through troubleshooting and researching.
• Attend regular product/technology training to remain up to date with developments of the Infrasys solution.
• Ensure consistent service delivery across multiple channels — phone, email, and web.
• Participate in shift patterns to support 24/7/365 coverage as needed.

L1 Support Specialist

Collections

• Manage and monitor accounts with overdue payments, ensuring all balances are up-to-date and accurate.
• Maintain detailed and accurate records of collections activities, including communications, payment arrangements, and updates to accounts.
• Reach out to clients via phone calls, emails, and written correspondence to follow up on overdue accounts and negotiate payment plans or settlements.
• Investigate and resolve billing discrepancies by collaborating with customers and internal teams.
• Develop and negotiate payment plans or settlements, ensuring that payment terms are clear and adhered to by all
• Generate and provide regular reports on the status of outstanding accounts, including aging reports and collection progress.
• Partner with sales, customer service, and finance teams to address billing issues and ensure accurate invoicing.
• Work with the legal team to initiate collections actions for unpaid or unresponsive accounts in accordance with applicable regulations.

Collections Specialist

• Serve as the first and primary point of contact and take full ownership of customer-reported issues for the Property Management System (PMS).
• Use tools like Zoho Desk and JIRA to investigate and troubleshoot PMS-related problems, analyze system logs and developer tools, and guide users through effective solutions.
• Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously.
• Provide regular status updates to customers, verify that resolutions meet expectations, and maintain clear and timely communication.
• Maintain detailed and accurate documentation within support tickets—capturing investigation steps, progress, and resolution—and manage ticket queues.
• Collaborate with internal teams by escalating unresolved, high-priority, or complex issues to appropriate support levels, teams, or managers.
• Maintain and update customer records accurately in the system and ensure proper documentation and closure of support cases.
• Contribute to process, product, and service improvements by sharing insights from customer interactions.
• Participate in scheduled training sessions to stay informed on new products, features, and enhancements.
• Role may transition to an evening shift (3:00 PM - 11:00 PM local time) after a few months; remote work will be considered depending on business needs.

Level 1 PMS Support Specialist

• Provide technical consultancy to hospitality clients within EMEA region
• Identify areas of required development within correspondence templates to increase data visibility from PMS to Correspondence templates
• PMS Implementation, integration, and training (remotely and customer on-site)
• PMS Interfaces Implementation
• Meeting & Events solution Implementation
• Configure the system to meet country-specific legal fiscal requirements
• Analyze customer needs and configure the systems to their specific requirements
• Ensure multiple users, and service model concept meets the customer operational workflow
• Train the staff in the best and most practical use of the software
• Take the customer site live, answer any operational and application requests onsite
• Report accurate project status and act proactively to achieve the project goal
• Internal consultation

Implementation Specialist

L1 Support Specialist

Collections Specialist

Level 1 PMS Support Specialist

Hospitality PMS Implementation Consultant