Vacancy: Software Implementation & Support Personnel

Job Description

• Respond to customer enquiries through email and telephone.


• Input customer interactions in SalesForce.com CRM application.


• Oversee and follow-up on open customer issues.


• Develop customer relationships through professional, dependable and accurate interactions.


• Deliver company products and licenses to customers.


• Reply to customer mission critical issues outside business hours.


• Travel to customer sites for high profile issue resolution.


• Present training modules to customers.


• Record and manage best practice resolutions for company’s self service knowledge base.


• Escalate issues as per Service Level Agreement.


• Extend technical support on software for internal and external clients.


• Inform client functionality requests or software change requests to development team.


• Manage resolution paths’ knowledge base and known issues.


• Offer proactive communication to clients, account managers and project managers.


• Supervise Technical Support forum and website.

Required Skills or Experience

​Technical Skills:

• Installation and configuration of windows server systems


• Basic knowledge of SQL Server database ( Installation and configuration)


• Remote support 


• Strong Command of the English Language


• Active Listening


• Oral Communication


• Confidence Delivering Training Sessions


• Interpersonal Skills


• Customer service


• Provide Product Knowledge


• Guidance


• Support to Internal Teams

IT persons who have worked or working in the hotel industry have an added advantage.