PMS Support Specialist L1 — Hospitality Tech Solver

shiji-us-careers; Ciudad de México; Hybrid; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Learning platform access (OpenUp, Plur

40 hours/year learning & development

Multinational office environment

Job summary

Shiji is seeking a Level 1 PMS Support Specialist to be the first contact for PMS customers, managing tickets, troubleshooting, and ensuring SLA compliance. The role may transition to evening/night shifts, with some remote work during rotations.

The position requires hotel industry experience, bilingual English/Spanish, strong problem-solving, and the ability to work onsite in Mexico City with possible remote days during certain shifts.

Qualifications

• Minimum two (2) years of hands‑on work experience in the hotel industry, with hotel operations exposure.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
• Bilingual in English and Spanish with strong written and spoken communication.
• Strong problem‑solving and investigative abilities to understand system behaviors.

Responsibilities

• Serve as the first contact and own issues using Zoho Desk and JIRA to troubleshoot PMS problems.
• Respond to tickets promptly per SLAs while managing multiple cases.
• Provide regular status updates and verify resolutions with customers.
• Maintain detailed documentation within support tickets and ensure traceability.
• Escalate unresolved issues to appropriate internal teams for timely resolution.
• Keep customer records up to date and close cases properly.
• Suggest process and product improvements from customer interactions.
• Participate in training to stay current on new products and features.
• Apply investigative skills to identify root causes and improve troubleshooting.

Skills

PMS/POS knowledge

Customer service

Bilingual English/Spanish

Problem solving

Organizational skills

Tools

Zoho Desk

JIRA

Microsoft Office

Job description

Shiji is seeking a Level 1 PMS Support Specialist to be the first contact for PMS customers, managing tickets, troubleshooting, and ensuring SLA compliance. The role may transition to evening/night shifts, with some remote work during rotations.

The position requires hotel industry experience, bilingual English/Spanish, strong problem-solving, and the ability to work onsite in Mexico City with possible remote days during certain shifts.