L1 PMS Support Specialist

L1 PMS Support Specialist

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform—the only truly global hotel technology platform—Shiji's cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains. With more than 5,000 employees across the world, Shiji is a trusted partner for the world's leading hoteliers, delivering technology that works as continuously as the industry itself. That's why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.

Job Description

The Level 1 (L1) PMS Support Specialist will serve as the first and primary point of contact for our Property Management System (PMS) customers, providing level 1 support, ensuring prompt resolution and exceptional service. This role will involve managing support tickets in accordance with established Service Level Agreements (SLAs), guiding customers through troubleshooting, prioritizing issues, and escalating complex issues when necessary. The L1 PMS Support Specialist will also be responsible for conducting thorough investigations, collaborating with internal teams to provide tailored solutions, and maintaining accurate support documentation. Additionally, this role will participate in ongoing training to stay current with new products and best practices, ensuring a seamless support experience and continuous improvement in service delivery for our PMS customers.

Additionally, depending on business needs, the role may transition to an evening shift (3:00 PM - 11:00 PM local time) after a few months. If this occurs, remote work will be considered.

What You'll Do:

• 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, ensuring compliance with SLAs by effectively balancing priorities to maintain 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.

Qualifications

Minimum Qualifications (knowledge, skills, and abilities):

• Minimum two (2) years' work experience in technical support, helpdesk, or customer services roles within a hospitality environment.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel).
• Bilingual in English and Spanish, with strong written and verbal communication in both languages with the ability to explain technical concepts to non-technical users.
• Strong critical thinking and problem-solving skills with the ability to proactively troubleshoot and resolve issues.
• Ability to adapt quickly to new technologies, products, and procedures.
• Excellent organizational and prioritization skills, with the ability to manage multiple tasks and projects simultaneously while adhering to strict deadlines.
• Strong interpersonal skills with the ability to collaborate effectively across internal teams and external stakeholders.
• Customer-focused mindset with a commitment to delivering high quality customer service and ensuring customer satisfaction.
• Ability to work in the office at least 2 times per week.
• Willingness to provide on-call support during evenings, weekends, and holidays as needed, with overtime compensation in accordance with Mexican labor law, and the ability to work evening shifts three (3) weeks per month.
• Possession of a valid passport and willingness to travel up to 25% of the time.

Preferred Qualifications/ Nice to Have:

• ITIL Service Management preferred.

Additional Information

Shiji US, Inc does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, marital status, ancestry, genetic information, veteran status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, political affiliation, and matriculation or any other characteristic protected by law. Employment decisions at Shiji US, Inc are based on merit, qualifications, and abilities. Shiji US, Inc is also committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process. If you need assistance or accommodation due to a disability, you may contact us at hr.uscan.list@shijigroup.com.