Support Consultant - PMS

Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail, and entertainment industries. Our offerings include hotel management solutions, food and beverage systems, retail systems, payment gateways, data management, online distribution, and more. Founded in 1998 as a network solutions provider for hotels, we later transitioned into a software provider for the broader consumer market. Today, Shiji Group has over 5,000 employees across 80+ subsidiaries and brands, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets. We are committed to connecting the global hospitality business by providing integrated technological solutions that help hotel, retail, food, and entertainment companies connect better with their guests.

Job Description

We are seeking a Support Consultant to deliver efficient and effective functional support to users. As the first point of contact for customers, the specialist will manage calls by logging, identifying, categorizing, and prioritizing issues, diagnosing problems, and actively resolving customer requests. They will escalate incidents appropriately to maintain service level agreements (SLA).

Responsibilities

• Provide first-level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next support level
• Track, route, and redirect problems to the correct resources
• Update customer data and generate activity reports
• Guide customers through problem-solving processes
• Follow up with customers, provide feedback, and ensure problems are resolved
• Utilize excellent customer service skills to exceed customer expectations
• Ensure proper recording, documentation, and closure of issues
• Recommend procedural modifications or improvements
• Maintain and enhance knowledge of operational procedures, products, and services
• This role requires working on a 24x7 roster basis

Qualifications

Critical Competencies

Applicable Competencies

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