Payroll Implementation Manager
Deel
CloudGoPMP
Level 1 PMS Support Specialist
Shiji Group
full-time
Posted on:
Origin: • 🇲🇽 Mexico
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- 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.
Requirements
- Minimum two (2) years’ work experience in technical support, helpdesk, or customer services roles within a hospitality environment.
- Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
- Bilingual in English and Spanish, with strong written and verbal communication in both languages with the ability to explain technical concepts to non-technical users.
- Strong critical thinking and problem-solving skills with the ability to proactively troubleshoot and resolve issues.
- Ability to adapt quickly to new technologies, products, and procedures.
- Excellent organizational and prioritization skills, with the ability to manage multiple tasks and projects simultaneously while adhering to strict deadlines.
- Strong interpersonal skills with the ability to collaborate effectively across internal teams and external stakeholders.
- Customer-focused mindset with a commitment to delivering high quality customer service and ensuring customer satisfaction.
- Ability to work in the office at least 2 times per week.
- Willingness to provide on-call support during evenings, weekends, and holidays as needed, with overtime compensation in accordance with Mexican labor law, and the ability to work evening shifts three (3) weeks per month.
- Possession of a valid passport and willingness to travel up to 25% of the time.
- ITIL Service Management preferred.
