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.

We are looking for a Support Consultant to provide functional support to users efficiently and effectively. This position is the first point of contact to customers.  The specialist will manage calls (logging, identifying, categorizing and prioritizing) as well as diagnosing and actively resolving customer requests.  As part of their duties, they will need to escalating incidents appropriately to maintain the service level agreements (SLA). 

Job Description

• 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.
• Update customer data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilise excellent customer service skills and exceed customers’ expectation.
• Ensure proper recording, documentation and closure.
• Recommend procedure modifications or improvements.
• Maintain and increase knowledge of operational procedures, products and services.
• This role will be on a 24X7 Roster Based.

• Must have minimum 2 years 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.