PMS Support Specialist

PMS Support Specialist (with German) Miejsce pracy: Katowice Technologies we use Expected Microsoft Excel About the project We are looking for a customer service-oriented Help Desk Specialist to provide functional support to users efficiently and effectively. This position is the first point of contact to customers. The specialist will be managing (logging, identifying, categorizing, and prioritizing) as well as diagnosing and actively resolving customer requests via calls or/and ticketing system. As part of the duties, the Support Specialist will need to escalate incidents appropriately, to maintain the service level agreements (SLA). Your responsibilities Provide first level contact and convey resolutions to customer issues Properly escalate unresolved queries to the next level of support Track, route, and redirect problems to correct resources Respond in timely manner to tickets from customers, based on standard or account specific SLAs Follow the SLA for issues with respect to the severity or priority Follow-up with end users to provide status updates as per service level guidelines (SLA's) Take ownership by coordinating the feedback to the customer where analysis is required Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket Being able to read and find information within changelogs, event logs and developer tool (console) Update customer data and produce activity reports Prioritize and manage several open issues at one time Escalate high priority or severe issues to supervisor/manager Diagnose and troubleshoot end user issues and provide appropriate solution Review daily assigned tickets to ensure current updates are provided Walk customers through problem solving process Follow up with customers, provide feedback and see problems through to resolution Utilize excellent customer service skills and exceed customers' expectation Ensure proper recording, documentation and closure Actively participate in projects regarding modifications or improvements of internal procedures Maintain and increase knowledge of operational procedures, products and services Work collaboratively with people across the organization Our requirements Strong analytical, organizational, communication and people skills Proficiency in Microsoft Word, Excel and Outlook Ability to adapt quickly to new technologies, products, and procedures Ability to work and thrive in a multi-tasked and fast-paced environment. Be professional, have a positive "get it done" attitude and a strong work ethic Must be fluent in English and German Optional Previous work experience in hospitality/hospitality school ITIL Service Management fluency What we offer Flexible working hours Full package of benefits, including the private medical care, sports card, life insurance, "cafeteria" card, English lessons and more... Support of self-development in professional area (co-financed trainings, conferences, certifications etc.) Chill rooms with variety of games, team building events and staff parties And last – but not the least – great Team, atmosphere and a chance to participate in creating the enterprise-scale project from a scratch in an international environment Benefits sharing the costs of sports activities private medical care sharing the costs of foreign language classes sharing the costs of professional training & courses life insurance fruits integration events no dress code video games at work coffee / tea drinks leisure zone employee referral program charity initiatives Recruitment stages People&Culture intro call ~30 min Interview with HM ~1-1,5h Critical Competencies: Relationship building: Builds effective relationships through positive communication that motivates and influences others. Is honest, trustworthy, a team member, and proactively involved in achieving team objectives. Personal Effectiveness: Produces outstanding results both professionally and personally by being proactive and committed. Continually focuses on achieving positive results contributing to company's business success. Technical Competence: Uses technical / job knowledge and experience, incorporating functional skills and broad-based business knowledge, to meet and exceed job requirements / customer expectations. Communication: Deliver exceptional written and verbal communication incorporating training materials, presentations and guidelines. Applicable Competencies: Customer Focus: Passionately meets customer expectations. Enters the customer's world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions. Managing complexity: Is able to work effectively in a highly complex, diverse, changing environment. Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives. Innovation: Embraces creativity and is open to new ideas. Innovates to improve current working practices / products / technologies to provide business opportunities and results. Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves and/or manages the people and resources required. How we work Work in a 3-shift model: 6–14, 14–22, and 22–6 on weekdays. On weekends, work is scheduled in 12-hour shifts: 6–18 or 18–6. Morning shifts require working from the office that's why we are looking for candidates based in the Silesia region (office in Katowice). Fully remote work is not an option, and unfortunately, applications from more distant locations will not be considered in the recruitment process. Shiji Poland Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80 subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests. Please don't forget to put the clauses you accept in your resume:I agree that my personal data will be processed by Shiji Poland Sp. z o. o. in order to recruit for the position I am applying for. I agree to the processing of my personal data by Shiji Poland . z o. o. for the needs of future recruitment.