Technical Support Agent - L1

HotelKey, Inc.; Nagpur District; On-site; INR 250,000 - 450,000; Full time

Job summary

HotelKey, Inc. is seeking a Tier 1 Technical Support Specialist with 1–2 years of experience to join our growing services team. You will support client operations for our cloud-based PMS and hospitality apps, troubleshoot issues, and manage tickets to improve service levels.

You will train end users, monitor interfaces, and collaborate with client IT teams to drive customer satisfaction and SLA compliance.

Qualifications

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

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.
• Monitor 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 audits and reviews for the project.
• Work with client IT teams and support knowledge across the team.

Skills

People management

Communication skills

Analytical 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.