L2 Support Specialist

Since 1998, Shiji has evolved from being the premier network system supplier in China to becoming a multi-national technology company providing software solutions and services for enterprise companies in the hospitality, food services, retail, and entertainment industries. With 70+ offices worldwide and 4,000+ employees, and Shiji Americas launching in 2016, we are growing by leaps and bounds.

Come join us and be a part of a dynamic global organization where together we can revolutionize the hospitality software market

**Job Summary**:
The Level 2 (L2) PMS Support Specialist will be responsible for providing advanced technical support for Shiji’s Property Management System (PMS) and related products. This position involves troubleshooting and resolving complex customer issues, providing guidance to Level 1 (L1) Support Specialists, and collaborating with cross-functional teams to ensure timely resolution of escalated cases. The L2 PMS Support Specialist will also be responsible for maintaining service level agreements (SLAs), delivering high-quality customer interactions, and fostering positive client relationships to drive satisfaction and retention. Additionally, the L2 PMS Support Specialist will contribute to product improvement by sharing valuable feedback, participating in training sessions, and refining internal support procedures.

**What You’ll Do**:

- Troubleshoot and resolve complex technical issues related to Shiji’s Enterprise Platform (PMS) and related products, ensuring exceptional customer service, uninterrupted system functionality, and minimize downtime.
- Support Level 1 (L1) Support Specialists by handling escalated cases, providing technical guidance, and escalating bugs or defects to the Global Development team via the JIRA ticketing system, ensuring an efficient and effective escalation process.
- Collaborate with senior management, hotels, third-party vendors, and internal teams to resolve complex PMS-related issues, adhering to product-specific escalation procedures, and maintaining clear and timely communication throughout the resolution process to promote efficient issue resolution, strengthen customer relationships, and maintain high service standards.
- Ensure compliance with internal service level agreements (SLAs) by managing assigned support tickets, providing timely follow-ups, and ensuring resolution within the agreed timeframes to maintain operational efficiency.
- Identify recurring issues and root causes by evaluating customer-reported problems, to contribute to the continuous improvement of support processes, reduce repeated issues, and improve system performance and customer satisfaction.
- Deliver high-quality, customer service by demonstrating empathy, professionalism, cultural sensitivity, and punctuality during interactions, to foster strong relationships, increase satisfaction with Shiji products, and drive long-term customer retention. Provide input on product improvements by sharing feedback with relevant departments and recommending enhancements to internal procedures and standards to drive product innovation and align solutions with customer needs.
- Support customer operations after system installations and updates by ensuring smooth transitions and minimizing disruptions, to enhance user experience and maintain consistent service availability.
- Assist in product and service innovation by identifying opportunities to inform customers about new features and enhancements to maximize the value of Shiji’s solutions and foster long-term partnerships.
- Maintain a deep understanding of Shiji PMS products, industry standards, and troubleshooting best practices by staying updated on new products, features, and enhancements through training, ensuring proactive support, effective problem solving, and high-quality, up-to-date guidance for both customers and internal teams.
- Contribute to internal knowledge sharing by creating and updating documentation and knowledge base articles to improve the support team’s efficiency, streamline troubleshooting, and maintain consistency in service delivery.

**Minimum Qualifications (knowledge, skills, and abilities)**:

- Bachelor’s degree in information technology, computer science or related work experience.
- Minimum of three (3) years’ work experience providing PMS support, implementation, or technical service roles within the hospitality technology industry.
- Strong understanding of PMS systems, hotel networks and IT systems.
- 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.
- Working knowledge of network configurations, interfaces, and integration protocols related to PMS environments.
- Strong troubleshooting and problem-solving skills with the ability to quickly understand and resolve complex technical issues.
- Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel) and familiarity with tick