HotelKey is looking for a Tier 1 Technical Support Specialist with 1–2 years of experience to join our growing services team. In this role, you will support client operations for our cloud-based Property Management System (PMS) and suite of ancillary hospitality applications. You will troubleshoot functional issues/calls, manage client tickets, and contribute to continuous service level improvements for a cutting-edge hospitality platform. Key Responsibilities Responsibilities : • Resolve all tickets raised by clients • Troubleshoot functional issues of clients on the HotelKey PMS • Train end users on how to use the product • Monitoring error logs for Interfaces to HotelKey PMS • Meet all SLA requirements and help maintain Key Performance Matrix • Compile, review and monitor daily / weekly performance of the Project • Identify improvement areas and implement measures to maximize customer satisfaction levels. • Assess customer feedback, and evaluate areas of improvements based on critical feedback • Participate in internal and external (Client retained external audit agency) audits and reviews for the project. • Work with client IT teams and support knowledge across the team Requirement : • Experience in Tier I Support activities • Excellent people management skills and communication skills required • Good Analytical and presentation skills • Knowledge of Microsoft Word and Excel • Experience in Hospitality Industry property management is a plus.