Job Description
Customer Support Specialist - Hospitality role involves providing expert support to customers, driving improvement initiatives, and ensuring seamless user experiences with SHR applications.
At SHR, an Access Company, we unite pioneering hotel technology and marketing services to put the power back in the hands of hoteliers. Our platforms bring the full stack of booking and revenue tools together for the first time, from acquisition to booking, check-in to post-stay follow-up and loyalty, whilst maximizing revenue every step of the way.
As a key ambassador, you will be adept at fostering excellent communication and maintaining positive customer relationships. You're self-motivated and capable of thriving in a fast-paced, dynamic environment. Your role extends beyond routine support — you will take initiative in driving improvement initiatives both internally and with customers.
Responsibilities:
- Provide application configuration and usage recommendations, becoming an expert on the use of all aspects of SHR applications.
- Receive and log requests for support from internal and external customers; investigate problems and other requests for support and determine appropriate actions to take, prioritizing requests in accordance with the defined criteria.
- Deliver support to customers and investigate and resolve application errors, data discrepancies, and usage inquiries.
- Monitor the progress of requests for support and ensure customers and other interested parties are kept informed.
- Provide correct and timely responses to requests for support, suggesting modifications to application parameters, developing workarounds or site-specific enhancements, training internal and external customers, producing additional documentation, or escalating requests to development.
- Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
- Communicate effectively via phone and email and liaise with customers and stakeholders at all levels.
Requirements:
- Proven hospitality experience (experience in reservations, operations, distribution).
- Excellent communication and documentation skills.
- Ability to prioritize requests, implement and communicate timely solutions.
- Excellent analytical thinking - acquire understanding of situations by breaking down problems systematically into component parts and identifying the relationships between these parts.
- Attention to detail and quality, ensuring that nothing is overlooked.
- Ability to concentrate under pressure from hoteliers.
- Knowledge of hospitality distribution (GDS, OTAs, Channel Management, PMS, CRM, RMS).
- Knowledge of general IT infrastructures (hardware, databases, operating systems, local area networks).
- Knowledge of help desk procedures, corporate quality and change management processes.
About SHR:
SHR, an Access Company, is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. We value our employees and strive to create a work environment that is respectful, supportive, and inclusive of all individuals.