Shiji Group

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

Implementation 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

Level 1 PMS Support Specialist

Hospitality PMS Implementation Consultant