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 Description

• Provide 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.

Qualifications

• Experience of supporting customers over the phone
• Experience using Remote Access Tools to support customers
• Networking skills – Setting up, troubleshooting and configuring
• Computer Skills – Setting up, upgrading, trouble shooting, installation and configuration
• Experience in a customer facing role working to defined levels of service delivery
• Experience of using IT systems to include OS installation and configuration
• Fluent in English and Spanish
• Ability to work in 24/7 shifts
• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
• Ability to work independently and in a team environment.
• Operates with energy, direction, speed and quality
• Experience of writing knowledge base articles for internal publication
• Mentoring colleagues when faced with challenging issues

Applicable 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 Information

What benefits do we offer?

Basics

📝 Choose your preferred form of employment (B2B, CoE)

🌎 Office or Hybrid work

🤒 Lloyds insurance - available for B2B contractors

😎 Subsidy for the purchase of glasses (300 PLN/year)

🚗 Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served)

Health & Safety

💊 Private medical care with dentists package for you and your family

❤️ Group life insurance for you and your partner

🚲 Multisport card included in the MyBenefit package

Working conditions & Development

💻 Dell laptop, keyboard, mouse, wireless headphones and monitor

🌱 40h for development during work time

📚 Free access to group language lessons

👨‍💻 Udemy platform

🪴 In-house workshops, training sessions or meet-ups

Extras you may like

🎫 MyBenefit cafeteria and 500 (or 310 depending on your choice of other benefits) points per month to be used in vouchers

🙌 Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position)

🎮 Chill room with table football & PlayStation

🍇 Free snacks (every day)

🍱 Free team lunch (usually at the end of the sprint)

🎉 Team building events