PMS Support Specialist L1 — Elevate Hotel Ops (Hospitality Tech)

Shiji Group; Ciudad de México; Híbrido; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Learning & Development

Modern office

OpenUp access

Descripción de la vacante

Shiji Group in Mexico City is seeking a Level 1 PMS Support Specialist to be the first point of contact for our Property Management System customers. You will handle support tickets, troubleshoot with Zoho Desk and JIRA, and ensure timely resolutions with adherence to SLAs.

The role may transition to evenings and weekends for a 24/7 operation, with some shifts eligible for remote work. You will maintain accurate ticket documentation and collaborate with internal teams to improve service delivery.

Formación

• Minimum two (2) years of hands-on work experience in the hotel industry, ideally in areas with direct exposure to hotel operations.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
• Bilingual in English and Spanish, with strong written and verbal communication in both languages.

Responsabilidades

• Serve as the first and primary point of contact for PMS-related issues, guiding users through troubleshooting to ensure timely resolution.
• Respond to support tickets promptly in line with SLAs and manage multiple cases with high service quality.
• Maintain detailed, accurate ticket documentation and collaborate with internal teams to provide tailored solutions.

Conocimientos

Hotel industry

MS Office

Bilingual English/Spanish

Troubleshooting

Shift work

On-site Polanco

Herramientas

Zoho Desk

JIRA

Descripción del empleo

Shiji Group in Mexico City is seeking a Level 1 PMS Support Specialist to be the first point of contact for our Property Management System customers. You will handle support tickets, troubleshoot with Zoho Desk and JIRA, and ensure timely resolutions with adherence to SLAs.

The role may transition to evenings and weekends for a 24/7 operation, with some shifts eligible for remote work. You will maintain accurate ticket documentation and collaborate with internal teams to improve service delivery.