Hospitality Support Agent with Spanish

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 customer service-oriented Hospitality Support Agent 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).  

• 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. 

Requirements / Qualifications: 

• Preferred previous work experience in hospitality/hospitality school. 
• 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. 
• ITIL Service Management fluency preferred. 

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. 

Basics

• Full time job contract.
• Office or Hybrid work.  
• Free parking. 
• Health insurance.
• A modern workplace in the sunny Algarve.

Working conditions & Development

• Dell laptop, keyboard, mouse, wireless headphones and monitor.
• 40h for professional 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 personally.