L1 Support Specialist

Company Description

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.

The best hotels run on Shiji—day and night.

Job Description

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 Infrasys 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. 
 

• Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys 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

This role provides technical and customer support to Infrasys customers, ensuring consistent service delivery across multiple channels — phone, email, and web. The position requires availability during standard business hours (09:00–17:00) throughout the year, with occasional participation in shift patterns to support 24/7/365 coverage as needed.

Qualifications

• Fluency in English and one additional language (Croatian/Bosnian/Serbian/Slovenian) is mandatory
• 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
• 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 knowledgebase articles for internal publication
• Mentoring colleagues when faced with challenging issues
   

Additional Information

• Exciting job within a creative environment and the opportunity to make a real impact on the business. 
• Grow your experience with web and cloud technologies in a very innovative technology environment. 
• Friendly, motivated and talented multicultural team. 
• Opportunities to grow and develop with Shiji. 
• Training to meet role requirements.