Support Consultant

Description

Position Summary: Support Consultant focused on problem analysis, implementation of improvements, and customer training, ensuring resolution of hotel billing incidents. Key Highlights: 1. Ticket support and tracking, problem analysis and documentation 2. Analytical ability for requirement identification and elicitation 3. Implementation of improvements and customer training for the product **Position** Support Consultant **Schedule** Full-time schedule, Monday to Friday, under a rotating shift scheme. Weekend on-call duty is scheduled once per month. **Modality\-Remote** **Activities** \- Support, tracking and documentation of assigned tickets via Freshdesk \- Analysis of issues preventing successful billing process execution. \- Analytical ability to identify and elicit requirements arising from implementations or support tickets. \- First-level contact to provide solutions to problems related to hotel operations versus billing processes. \- Implementation of improvements based on end-customer requested requirements. \- Implementation of product sites being marketed. \- Configuration of modules currently available in the platform. \- Customer training for the marketed product. Configuration of modules currently available in the platform. \- Customer training for the marketed product. \- Documentation of activities addressing issues encountered during system integrations and configurations. \- Configuration of hotel management systems for electronic invoicing. \- Completion of documentation according to implementations. \- Post-production go-live follow-up for implemented properties. **Profile** Ability to integrate and proactively collaborate within multidisciplinary teams. \- Ability to analyze problems, identify root causes, and implement appropriate solutions. \- Ability to communicate clearly and effectively with customers regarding problem resolution processes. \- Formal customer service via email, WhatsApp, and telephone. \- Proficiency in using software and digital systems. \- Basic knowledge of Electronic Invoicing. \- Ability to assimilate new information and apply it effectively. \- Attitude of continuous learning **Academic Requirements** Systems Engineering, Programming, Computer Science, or related fields. Basic or Intermediate English level **Technical Knowledge** Site configuration and administration (IIS). \- SFTP usage (Desirable). \- Database Management System (DBMS) usage. \- Structured Query Language (SQL SERVER). \- Use of remote access and control tools (TeamViewer, AnyDesk, LogMeIn, Bomgar, Zoom, Remote Desktop). \- Basic networking knowledge. \- Knowledge of antivirus configuration and operation. **Work Experience** Verifiable experience using DBMS (Desirable) Customer service (1 year or more) Verifiable experience using networks. Salary: $10,400.00 \- $12,480.00 per month Benefits: * Option for indefinite-term contract * Medical expense insurance * Life insurance * Company-provided mobile phone * Remote work * Free uniforms Workplace: Remote employment