Associate Customer Success

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 prioritisation codes.

▪ Keep users informed about their Incidents' status at agreed intervals.

▪ Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors...).

▪ 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:

▪ A Bachelor’s degree or diploma in Hospitality Management, IT or a related field.

▪ 1+ years of experience in a customer-facing role, preferably in the hospitality or IT industry.

▪ Proficiency in Information Technology is highly preferred.

▪ Exceptional communication (written & verbal) and problem-solving skills.

▪ Ability to work independently and under pressure in a fast-paced environment.

▪ Strong understanding of product knowledge relevant to the service area.

▪ Willingness to work on weekends and a 24/7 roster basis.

▪ A collaborative team player with excellent interpersonal skills.

▪ Able to learn new technologies.

▪ Excellent time management and customer service skills

▪ Proficient with computer literate such as server O/S, workstation, MS Office and PC Hardware.

▪ Familiarity with remote connection tools (e.g: Ammyy, Teamviewer, Remote desktop).

▪ Ability to communicate and cooperate effectively with staff at all levels.

▪ Strong presentation and technical writing skills.

▪ Skills in planning, organising, and adapting within a multi-tasking environment.

▪ Aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation.

Who are we?

IDS Next is the leading provider of smart hotel software across Southeast Asia, the Indian Ocean, the Middle East, Africa, and Oceania, serving clients in 50 countries. Our team of 500 people making a difference to the hospitality industry across the globe 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.