Technical Support Agent - L1

About the role

Apply through the official HotelKey careers page. HotelKey is hiring a Technical Support Agent - L1 to join its growing services team. The role involves supporting client operations for its cloud-bas… Subscribe to Premium to view the full description and apply.

Responsibilities

• Resolve tickets raised by clients within the required timelines.
• Troubleshoot functional issues related to the HotelKey PMS.
• Train end users on how to use the product.
• Monitor interface error logs associated with the HotelKey PMS.
• Meet service-level agreement (SLA) requirements and maintain key performance metrics.
• Compile, review, and monitor daily and weekly project performance.
• Identify improvement opportunities and implement measures to increase customer satisfaction.
• Review customer feedback and identify areas for improvement.
• Participate in internal and external audits and project reviews.
• Coordinate with client IT teams and share technical knowledge across the support team.

Requirements

• Experience in Tier 1 technical support activities.
• Excellent communication and people management skills.
• Good analytical and presentation skills.
• Knowledge of Microsoft Word and Excel.
• Ability to troubleshoot client issues and manage support tickets.

Required Skills