~5d ago

Support Specialist L1, PMS

Mexico·Mexico Citymid

OtherSupport Specialist

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Quick Summary

Key Responsibilities

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,

Requirements Summary

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,

Technical Tools

OtherSupport Specialist

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.

Responsibilities

~2 min read

→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.

Requirements

~1 min read

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.

A creative technology environment with ownership and responsibility.
Feedback-driven culture where your ideas matter.
Opportunities for professional and personal growth in a global company.
Access to learning platforms such as OpenUp, Pluralsight, and GoodHabitz, as well as 40 hours per year dedicated to learning & development during working time.
A modern, well-equipped workplace in one of our multinational offices.