Company Description 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.To support our Support team, we're looking for a motivated Support Specialist. As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.Working in Technical Support, the Support Specialist will provide first class technical support to customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.Job DescriptionProvide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of support services.Understand our customer needs, expectations and assist them using our applications.Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.Escalate Tickets which need further investigation by 2nd and 3rd Level Support.Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.Attend regular product/technology training to remain up to date with developments of the Infrasys solution.QualificationsExperience of supporting customers over the phoneExperience using Remote Access Tools to support customersNetworking skills – Setting up, troubleshooting and configuringComputer Skills – Setting up, upgrading, trouble shooting, installation and configurationExperience in a customer facing role working to defined levels of service deliveryExperience of using IT systems to include OS installation and configurationFluent in English and SpanishAbility to work in 24/7 shiftsStrong troubleshooting skills with the ability to identify opportunities to improve efficiencyProficiency in Microsoft Word, Excel, Outlook and PowerPoint.Ability to work independently and in a team environment.Operates with energy, direction, speed and qualityExperience of writing knowledge base articles for internal publicationMentoring colleagues when faced with challenging issuesApplicable Competencies:Customer Focus: Passionately meets or exceeds customer Expectations. Enters the customer's world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required.Additional InformationWHAT BENEFITS DO WE OFFER?Basics?? Full time job contract?? Office or Hybrid work?? Free parking?? Health insurance?? A modern workplace in the Sunny AlgarveWorking conditions & Development?? Dell laptop, keyboard, mouse, wireless headphones and monitor?? 40h for development during work time?? Challenging and creative technology environment with a great deal of freedom and responsibility????? Udemy platform access?? In-house workshops, training sessions or meet-ups?? Opportunity to grow inside the global organization and develop yourself both professionally and personallyExtras you may like?? Free coffee, milk and fruits (every week)?? Snack event (every month)You can apply by sending your CV by Apply NowWHAT YOU HAVE TO KNOWPlease note that Shiji does not provide work permit sponsorship for this positionINTERESTED?Looking forward to your application under specification of your possible starting date and salary expectations.Please don't forget to put the clauses you accept in your resume:I agree that my personal data will be processed by Shiji Portugal, S.A. in order to recruit for the position I am applying for.I agree to the processing of my personal data by Shiji Portugal, S.A. for the needs of future recruitment.We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.
