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L1 PMS Support Specialist
hace 2 semanas
What You'll Do:
- Serve as the first and primary point of contact and take full ownership of customer-reported issues by using tools like Zoho Desk and JIRA to investigate and troubleshoot PMS-related problems, analyze system logs and developer tools, and guide users through effective solutions to ensure timely resolution, minimize disruptions, and deliver a positive customer experience.
- Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously, maintaining high service quality and resolving critical issues in a timely manner.
- Provide regular status updates to customers on assigned tickets, verify that resolutions meet their expectations, and maintain clear and timely communication to ensure transparency and build customer trust.
- Maintain detailed and accurate documentation within support tickets—capturing investigation steps, progress, and resolution—while actively monitoring and managing ticket queues based on severity and priority to ensure traceability, SLA compliance, operational efficiency, and data integrity.
- Collaborate with internal teams by escalating unresolved, high-priority, or complex issues to the appropriate support levels, teams, or managers to ensure timely resolution, seamless communication, adherence to SLA and escalation procedures, and effective knowledge sharing.
- Maintain and update customer records accurately in the system, ensuring proper documentation and closure of support cases to maintain a complete and organized support history.
- Contribute to process, product, and service improvements by sharing insights from customer interactions and support experiences with relevant departments, to enhance internal procedures, drive innovation, and better align offerings with customer needs.
- Participate in scheduled training sessions to stay informed on new products, features, and enhancements, ensuring the delivery of accurate and up-to-date support.
- Apply strong investigative skills, curiosity, and initiative to deeply understand problems, and proactively identify root causes that support effective troubleshooting and customer satisfaction.
Minimum Qualifications (knowledge, skills, and abilities):
- Minimum two (2) years of hands-on work experience in the hotel industry, ideally in areas with direct exposure to hotel operations such as Front Desk, Reservations, Revenue Management, Groups/Banquets, or roles involving hotel systems (PMS/POS). Experience in restaurants alone does not qualify unless it involves hotel banquets or events with significant hotel interaction.
- Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
- Bilingual in English and Spanish, with strong written and verbal communication in both languages, with the ability to explain technical concepts to non-technical users.
- Strong critical thinking and problem-solving abilities, including the capacity to investigate issues, clarify questions, and demonstrate curiosity to understand system behaviors and variables.
- Ability to adapt quickly to new technologies, products, and procedures.
- Excellent organizational and prioritization skills, with the ability to manage multiple tasks and projects simultaneously while adhering to strict deadlines.
- Strong interpersonal skills with the ability to collaborate effectively across internal teams and external stakeholders.
- Customer-focused mindset with a strong commitment to delivering high-quality customer service and ensuring customer satisfaction.
- Ability to work onsite at the Polanco office, with the flexibility to rotate schedules as needed.
- Willingness to provide on-call support during evenings, weekends, and holidays as needed, with overtime compensation in accordance with Mexican labor law, and the ability to work evening or night shifts.
Preferred Qualifications/ Nice to Have:
- Experience in hospitality technology, either through PMS implementations (migrations, onboarding, configurations) or through PMS support roles involving ticket handling and technical assistance via phone or email.
