Job Description
Executive - Customer Success
Location - Sri Lanka
idsnext h
Join our team for a promising career in the dynamic field of Hotel Technology. IDS Next is the leading provider of smart hotel software across Southeast Asia, the Indian Ocean, the Middle East, Africa, and Oceania, serving over 6,000 customers in 45 countries with $10 million in daily transactions and 300,000 daily check-ins.
Our team, at IDS is full of creativity, dedication, and fun! We encourage the unique values our diverse team brings in, allowing their passion to inspire us to move ahead.
Responsibilities:
- Record and classify received Incidents and undertake an immediate effort in order to resolve the issue.
- Log all Incident/Service Request details, allocating categorization and prioritization codes
- Keep users informed about their Incidents' status at agreed intervals
- Associate Incidents with other records (i.eIncidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests
Verify resolution with users and resolve Incidents in Salesforce (CRM).
- Escalate Major Incidents to the Level 2 support
- Escalate Incidents at risk of breaching the Service Level Agreement to the Level 2 support or manager.
- Owns all Incidents and Service Requests throughout their lifecycle.
Requirements:
- Bachelor's degree/Diploma in Hospitality Management, IT or related field
- 1 years of experience in a Customer-facing role, preferably in the hospitality or IT industry
- Proficiency in Information Technology is preferred
- Excellent communication and writing skills
Ability to work independently and under pressure
Having good knowledge of a product depending on the service area
- Able to identify trouble spots and excellent problem-solving skills
- Should be willing to work on weekends and 24/7 roster basis
- Good team player
- Able to learn new technologies
- Excellent time management skills and customer service skills
- Proficient with computer literate such as Windows 2000/NT, workstation, MS Office and PC Hardware
- Having knowledge of Remote connection (Ammyy, Teamviewer, Remote desktop etc)
- Able to communicate and cooperate with staff at all levels
- Excellent presentation and technical writing skills
- Skills in planning, organizing, and adapting within a multi-tasking environment
- Have the aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation
If you are interested in this opportunity send your updated CV to [email protected] mentioning the title of the position on the subject line.
IDS Next Business Solutions Pvt Ltd
- #41 3/1, Dutugemunu Street, Pamankada, Kohuwala| T: 9476 258 2231
