HotelKey Looking for Technical Support – Tier 1 at Nagpur, Maharashtra Full Time

Experience: 0-3 Year’s

HotelKey Overview

Job Posting Date: 22 Aug 2023

HotelKey is a global software company providing innovative software solutions and services for the hospitality industry – serving both enterprise brands and independent hotels alike. While we at HotelKey are still early on in our journey, we have achieved some impressive accomplishments, including having our software solution get selected at over 12,000+ properties and being the mandated PMS software at three major hotel enterprises.

We have accomplished this success by being committed to providing our customers with industry leading products and outstanding customer service. And we recognize that we are only able to accomplish these things and provide top-quality service by first taking care of our employees.

We are looking for motivated, enthusiastic team players with a passion for technology to join our growing team!

Description

We seek enthusiastic, customer-focused individuals to join our Customer Support Center team as Tier 1 Agents supporting operations of our entire cloud-based suite of property management applications and services. As a Level 1 Agent, you will be our customer’s first point of contact, providing assistance, resolving inquiries, and ensuring a positive customer experience. This role requires excellent communication skills, a patient demeanor, and the ability to troubleshoot and escalate issues as needed effectively.Tier I support will also work on quality improvement projects to continually improve service levels. The position is a unique opportunity to support and maintain the hospitality industry-leading suite of HotelKey products.

Responsibilities

• Answer incoming customer calls professionally and courteously.
• Listen actively to customer inquiries and provide accurate information or solutions.
• Address customer concerns, questions, and complaints, striving to achieve first-call resolution.
• Document customer interactions accurately and comprehensively in the company’s case management system.
• Adhere to all SLA requirements and help maintain key performance indicators.
• Follow established processes and guidelines to troubleshoot technical issues and provide step-by-step guidance to customers.
• Escalate complex issues or unresolved inquiries to appropriate Tier 2 or supervisory personnel.
• Stay up-to-date with product knowledge and company policies to provide accurate and timely assistance.
• Maintain a positive and empathetic attitude towards customers, fostering a customer-centric environment.

Requirement

• Bachelor or master’s degree preferred
• Previous customer service or call center experience is a plus.
• Strong verbal communication skills and active listening abilities.
• Patience and ability to remain calm under pressure.
• Basic computer skills and familiarity with CRM and ITIL systems.
• Adaptability to changing processes and procedures.
• Ability to work collaboratively within a team.
• Strong problem-solving skills and attention to detail.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• Working in the office is required to promote collaboration, hands-on learning, and exceptional customer service.

You’ll Succeed With –

• A passion for technology.
• Ability to work autonomously as a self-starter and communicate across multiple teams and with all levels of leadership.
• Excellent written and communication skills and English fluency.
• Proven ability to work in a team environment.
• Attention to detail and ability to multitask with time sensitivity.
• Time management and organization skills.

What You Can Expect From HotelKey –

As we previously mentioned, HotelKey cares about its employees and is invested in their growth and success. If you join HotelKey, you can expect the following benefits:

• A friendly place to work alongside fantastic people.
• A flexible work schedule in a fast-paced, high-growth company.
• Competitive compensation.
• PTO & paid holidays.
• Health insurance.
• Provident Fund

HotelKey is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

HotelKey is committed to the full inclusion of all qualified individuals. This means that HotelKey will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process or to perform essential job functions please contact our HR team via email at [email protected] or [email protected]

Contact Us : [email protected]