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, 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.

• Respond, 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's 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 & drive several projects internally
• Create SOPs and document knowledge in detailed steps

• BE/BSc/BCA or Equivalent Degree (preferably in computer science, or electronics & 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