Technical Support Executive - L1

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

Job summary

HotelKey, Inc. is seeking Tier 1 Support to join our growing services team, supporting operations of Frontdesk and a cloud-based Property Management System. Tier I support will troubleshoot client issues, train users, and ensure SLAs are met as part of continual service improvements.

This role focuses on handling tickets, monitoring interfaces to the PMS, and collaborating with client IT teams to enhance overall customer satisfaction and product reliability.

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

Job description

HotelKey, Inc. is seeking Tier 1 Support to join our growing services team supporting operations of Frontdesk and a suite of ancillary applications, which are parts of our new cloud based Property Management System. HotelKey Tier 1 Support will help clients to troubleshoot their issues related to operations and work on tickets raised by them for specific needs.

Tier I support will also work on quality improvement projects for achieving continual improvements in service levels. This is a unique opportunity to support and maintain the HotelKey Product suite which is brand new in the Hospitality Industry.

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