Technical Support Agent - L1

HOTELKEY INDIA PRIVATE LIMITED; Nagpur District; On-site; INR 300,000 - 420,000; Full time

Job summary

HotelKey India Private Limited is seeking a Tier 1 Technical Support Specialist with 1–2 years of experience to join our services team. You will support client operations for our cloud-based PMS and hospitality applications, handle tickets, and contribute to service improvements.

Ideal candidates have strong communication, problem-solving and analytical skills, proficiency in Word and Excel, and a willingness to learn about hospitality tech. Experience in hospitality PM is a plus.

Qualifications

• Excellent communication and people management skills required.
• Strong analytical and presentation abilities are expected.
• Proficiency with Microsoft Word and Excel is preferred.

Responsibilities

• Resolve all tickets raised by clients
• Troubleshoot functional issues on HotelKey PMS
• Train end users on how to use the product
• Monitor error logs for interfaces to HotelKey PMS
• Meet all SLA requirements and help maintain KPIs
• Compile, review and monitor daily/weekly project performance
• Identify improvement areas to maximize customer satisfaction
• Assess customer feedback and implement enhancements
• Participate in audits and reviews for the project
• Collaborate with client IT teams and share knowledge across the team

Skills

Communication skills

People management

Analytical skills

Presentation skills

Tools

Microsoft Word

Microsoft Excel

Job description

HotelKey is looking for a Tier 1 Technical Support Specialist with 1–2 years of experience to join our growing services team. In this role, you will support client operations for our cloud-based Property Management System (PMS) and suite of ancillary hospitality applications. You will troubleshoot functional issues/calls, manage client tickets, and contribute to continuous service level improvements for a cutting-edge hospitality platform.

Key Responsibilities

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

Requirement :

• Experience in Tier I Support activities
• Excellent people management skills and communication skills required
• Good Analytical and presentation skills
• Knowledge of Microsoft Word and Excel
• Experience in Hospitality Industry property management is a plus.