IT helpdesk背景或者软件支持背景均可

?Responsible for1st level support to the customers.
?Responsible forthe entry, tracking and management of all incoming support calls in Oracleticketing system.
?Responsible inconjunction with the local product team for local quality assurance of newproduct and version releases prior to distribution in your region
?Ensurefamiliarity with new releases as they become available
?Train theconcepts and procedures of support to the support team in your region
?Be familiar withand adhere to the latest configuration, installation, training and supportstandards and procedures
?Assist inconfiguring, installing, training and supporting the Opera PMS, S&Cand OXI products and associated interfaces for selected strategic projectswhen required·
?Liaise withsubject matter experts of next level of support, Level 2 support and tothe development team if required.
?Work with thesupport teams to ensure service level requirements are exceeded
?Work with thecustomers to ensure that contractual service expectations are exceeded

KNOWLEDGE, SKILLS & ABILITIES

Essential

• Minimum two years’ experience installing/configuring/supporting Opera PMS software.

• Minimum two years management experience working with a property management system.

OR

• Degree in a IT, hospitality or business field

• Previous training experience in the area of theoretical/conceptual training.

• Knowledge of front office management procedures

• Experience Oracle database, report writer would be an added advantage.

• High level of competency with English language

• Experience on application/software technical support

Communication
? Weare looking for the candidates with primary communication language Englishand one of the below languages. (Mandarin, Cantonese, Thai, Korean,and Japanese).

Desirable
?Previousexperience with alternative automated property management systems
?Previousexperience with Clarify
?Previousexperience working with an automated support management and tracking toolin a support center environment
?Previousexperience in supporting hospitality software products

Professional Skills
?Analyticalproblem solving skills
?Projectmanagement skills
?Presentationskills
?Superiorcommunication skills, written and verbal
?Strongmanagement and interpersonal skills with the ability to earn respect fromboth internal and external customer project teams

Abilities
? Ability andcredibility to work effectively with both our internal and externalcustomers at all levels of the organization
? Provenability to work unsupervised or as a team member of both the local officeteam and wider company teams
?Creativethinking abilities so experiences and knowledge may be used to create newideas and think 'outside the square'
?A self-starterwith initiative, drive and strong desire to succeed
?Ability to workin a logical methodical manner
?Ability to workunder stress and meet deadlines
?Flexibility withpeople and time

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