The Level 1 (L1) PMS Support Specialist will serve as the first and primary point of contact for our Property Management System (PMS) customers, providing level 1 support, ensuring prompt resolution and exceptional service. This role will involve managing support tickets in accordance with established Service Level Agreements (SLAs), guiding customers through troubleshooting, prioritizing issues, and escalating complex issues when necessary. The L1 PMS Support Specialist will also be responsible for conducting thorough investigations, collaborating with internal teams to provide tailored solutions, and maintaining accurate support documentation. Additionally, this role will participate in ongoing training to stay current with new products and best practices, ensuring a seamless support experience and continuous improvement in service delivery for our PMS customers.
Additionally, depending on business needs, the role may transition to an evening shift (3:00 PM - 11:00 PM local time) after a few months. If this occurs, remote work will be considered.
What You’ll Do:
- Serve as the first and primary point of contact and take full ownership of customer-reported issues by using tools like Zoho Desk and JIRA to investigate and troubleshoot PMS-related problems, analyze system logs and developer tools, and guide users through effective solutions to ensure timely resolution, minimize disruptions, and deliver a positive customer experience.
- Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously, ensuring compliance with SLAs by effectively balancing priorities to maintain high service quality and resolving critical issues in a timely manner.
- Provide regular status updates to customers on assigned tickets, verify that resolutions meet their expectations and maintain clear and timely communication to ensure transparency and bui
📌 PMS Support Specialist (Ciudad de México)
🏢 Shiji Americas Open Roles
📍 Ciudad de México
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