Technical Operations Specialist

We are looking for a Technical Operations Specialist to provide enterprise-level support to our clients (hotels). A suitable candidate needs to have a keen eye for detail and work collaboratively within a team to ensure the smooth functioning of the Operations department. Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate resolutions.

Responsibilities:

• Respond to, manage, and resolve customer queries and issues sent via a ticketing system.
• Talk clients through a series of actions (either via phone, email, or chat) until their queries and issues are resolved.
• Develop and implement strategies that will ensure a positive experience that exceeds the hotel and its guests' expectations.
• Conduct training sessions for clients to effectively leverage the use of our products.
• Follow defined steps to set up and configure our products, coordinating with both external partners as well as client stakeholders where necessary.
• Provide feedback and escalate unresolved issues to internal departments (e. g. Software Developers, Customer Success/Account Managers).
• Prioritise and manage several open issues simultaneously.
• Operate and drive several projects internally.
• Create SOPs and document knowledge in detailed steps.

Requirements:

• BE/BTech or equivalent degree (preferably not in computer science or electronics and communications).
• Excellent problem-solving and communication skills.
• Good understanding of computer systems, mobile devices and comfortable using software products.
• Basic understanding and knowledge of DNS (A, NS, MX records, etc).
• Ability to sustain with dynamic processes and constant updates.
• Ability to provide step-by-step guidance, both written and verbal.
• 0 to 2 years of experience in a client-facing role in a consultation/support function.