Technical Support Agent - L1

Hotel. Key is looking for a Tier 1 Technical Support Specialist with 1–2 years of experience to join our growing services team. In this role, you will support client operations for our cloud-based Property Management System (PMS) and suite of ancillary hospitality applications. You will troubleshoot functional issues/calls, manage client tickets, and contribute to continuous service level improvements for a cutting-edge hospitality platform.

Key Responsibilities

Resolve all tickets raised by clients Troubleshoot functional issues of clients on the Hotel. Key PMS Train end users on how to use the product Monitoring error logs for Interfaces to Hotel. Key PMS Meet all SLA requirements and help maintain Key Performance Matrix Compile, review and monitor daily / weekly performance of the Project Identify improvement areas and implement measures to maximize customer satisfaction levels.

Assess customer feedback, and evaluate areas of improvements based on critical feedback Participate in internal and external (Client retained external audit agency) audits and reviews for the project. Work with client IT teams and support knowledge across the team Requirement : Experience in Tier I Support activities Excellent people management skills and communication skills required Good Analytical and presentation skills Knowledge of Microsoft Word and Excel Experience in Hospitality Industry property management is a plus.