L1 PMS Support Specialist
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Job Description
PMS Support Specialist in a global technology company for the hospitality industry. Managing customer-reported issues and ensuring timely resolutions to enhance customer experience.
Responsibilities:
- Serve as the first and primary point of contact for customer-reported issues
- Investigate and troubleshoot PMS-related problems
- Respond to support tickets promptly according to SLAs
- Provide regular status updates to customers on assigned tickets
- Maintain detailed and accurate documentation within support tickets
- Collaborate with internal teams to escalate unresolved issues
- Maintain and update customer records accurately
- Share insights from customer interactions for process improvements
- Participate in scheduled training sessions on new products
Requirements:
- Minimum two (2) years of hands-on work experience in the hotel industry
- Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel)
- Bilingual in English and Spanish
- Strong critical thinking and problem-solving abilities
- Excellent organizational and prioritization skills
- Strong interpersonal skills
- Customer-focused mindset
- Willingness to provide on-call support during evenings, weekends, and holidays
Benefits:
- Overtime compensation in accordance with Mexican labor law
- Structured shift rotation model
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