Job Summary
The Lead Support Specialist will report to the Head of Technical Services and will be responsible for continually improving the operational experience of the platform. The role is a unique opportunity to drive operational efficiency and performance for a self-service hospitality platform changing the way guests engage with hospitality brands.
About Our Client
Our client is a self-service platform for hospitality. Our client provides self-service solutions to hospitality companies of all sizes and venues including airports, rail stations and sports arenas. With a presence in more than 80 airports across the U.S., Europe, the Middle East and Asia Pacific.
THE SUCCESSFUL APPLICANT
In order to be shortlisted for vacancy, the successful candidate will have the following skills and competencies, but not limited to:-
- Relevant qualification and or working experience in a similar role.
- Data-driven decision-making mentality and sound business judgment through strong analytical thinking.
- Should be confident and able to adapt to a range of operating systems and platforms.
- Experience working in hospitality IT with point of sale (POS) implementations and management is an advantage.
The role responsibilities will include, but not limited to:-
- Provide customer technical support via help desk channels.
- Escalate incidents that cannot be resolved to the next level of support in line with SLAs.
- Proactively identify trends and potential incidents/problems, and highlight them to management.
- Participate in technical outage & incident response rotation.
- Build and update customer menus within CMS and other internal tools.
- Respond to end-user help desk inquiries.
- Document issues by collecting logs, data, and workflows to assist the Operations team and the Engineering team with escalated issues.
REMUNERATION PACKAGE
A market-related salary based on the level of responsibility for this role is on offer.
