Customer Support

• 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

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