Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.
Built on the Shiji Platform—the only truly global hotel technology platform—Shiji's cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.
The best hotels run on Shiji — day and night.
Your role:To support our team in APAC, we're looking for a driven, self-motivated Implementation & Support Specialist to be responsible for onboarding & implementation of new and existing customers as well as day-to-day support of the existing clients.
You will also work closely with product teams across the broader Shiji business to ensure the successful implementation of our payment solutions in conjunction with our portfolio of other hospitality centric solutions.
What you will do:- Install Astral Payment software: Remote installations of Astral Payment solutions, ensuring proper setup and functionality.
- Provide Operational Support to Clients: Offer remote operational support to customers as needed, addressing and resolving any issues that arise.
- Provide Operational Support to Regions: Collaborate with other Shiji products, ensuring a seamless go-live process and be the point of contact and regional liaison to Shiji's local resources throughout the onboarding process and go live, as we ll as training local Shiji resources on MBO platform.
- Assist & Collaborate with Product Management: Support the Product Management team by testing new releases and functions, providing feedback and ensuring smooth deployment.
- Perform Release Updates & Upgrades: Conduct necessary updates & upgrades to the Astral Payment solutions, ensuring clients are using the most current version.
- Innovation & Feedback: Identify and propose solutions for any functional gaps within the Astral Payment solutions, enhancing overall product performance.
Interaction:We will communicate and interact with cross functional teams internally such as:
Astral Payments Global teams, Astral Payments Product Team, Astral Payments QA team. Regional Project manager teams, Regional Support teams.
Requirements
- Technical Expertise: Proficient in software installation, configuration, and troubleshooting, hospitality and payment processing experience a big plus!
- Customer Service Skills: Strong ability to support and train customers, providing clear and effective solutions.
- Problem-Solving Skills: Aptitude for identifying issues and developing practical solutions, the resolution always is found in the logs, so good problem-solving skills are a must.
- Communication Skills: Excellent verbal and written communication skills, with the ability to interact effectively with clients and internal team members.
- Team Collaboration: Ability to work collaboratively with various teams to ensure client satisfaction and product integrity.
- Hospitality Experience: Background in the hospitality industry or experience in a similar role, with a passion for hospitality and guest service.
- Analytical Skills: Strong analytical abilities to assess and resolve customer issues, including the technical capability to analyse logs from client implementations.
- Work Environment: Ability to work and thrive in a multi-tasked and fast-paced environment, with flexible hours and shifts, including after-hours support on a roster basis.
- Professional Attitude: Demonstrated professional get it done attitude and work ethic.
Nice to have:- Basic understanding of network concepts.
- Technical knowledge of Windows (including Powershell, command line) and Linux / Unix operating systems (command line).
- General understanding of XML, JSON.
- Understanding of Firewalls and routers.
- Python, JavaScript, JQuery, HTML, CSS, .NET, Java, C#, C++ or any other programming language.
- Language: English and Chinese (Mandarin) or Chinese (Cantonese)
Additional information:- Comfortable working in a multicultural environment.
- Willingness to travel locally and overseas for project deployments when needed.
