Technical Support Executive - L1

HotelKey, Inc. is seeking Tier 1 Support to join our growing services team supporting operations of Frontdesk and a suite of ancillary applications, which are parts of our new cloud based Property Management System. HotelKey Tier 1 Support will help clients to troubleshoot their issues related to operations and work on tickets raised by them for specific needs.

Tier I support will also work on quality improvement projects for achieving continual improvements in service levels. This is a unique opportunity to support and maintain the HotelKey Product suite which is brand new in the Hospitality Industry.

Responsibilities :

• Resolve all tickets raised by clients
• Troubleshoot functional issues of clients on the HotelKey PMS
• Train end users on how to use the product
• Monitoring error logs for Interfaces to HotelKey PMS
• Meet all SLA requirements and help maintain Key Performance Matrix
• Compile, review and monitor daily / weekly performance of the Project
• Identify improvement areas and implement measures to maximize customer satisfaction levels.
• Assess customer feedback, and evaluate areas of improvements based on critical feedback
• Participate in internal and external (Client retained external audit agency) audits and reviews for the project.
• Work with client IT teams and support knowledge across the team