• PMS Product Specialist

    Job Locations ES-Barcelona
    Job ID
    2018-2419
    Category
    Customer Experience
  • Overview

    The PMS Product Specialist (Property Managemnet Systems) position works within the Global Customer Care department of TravelClick and is the product expert on specific customer facing applications. The primary purpose of this position is onboarding and through to steady state support, including projects, migrations or consultation. This includes technical troubleshooting, responding to functional questions as well as providing recommendations on operational best practices as well as implementation/deployment of the TravelClick applications to new and existing customers.

     

    Responsibilities include ticket resolution, proper documentation of outstanding issues, issue research and trend analysis. The L2 Product Specialist will assist in pre- and post-launch activities for bug fixes, enhancements and system business logic changes. The L2 Product Specialist’s responsibility to act as the liaison between L1 Product Specialists and the L3 IT Support Team regarding the communication and implementation of enhancements, changes, problems or updates associated with the products.

    Responsibilities

    • To troubleshoot and resolve customer issues or manage the problem to resolutions.
    • Provide support to clients with the implementation of Best Practices surrounding the support products.
    • To ensure that the customer service provided is in compliance with TravelClick’s global standards for quality and service levels. Act as the first point of escalation for L1 questions prior to distribution to other departments.
    • Educate customers on how to best utilize the supported applications within their organizations.
    • Liaise with other departments Globally in the timely resolution of issues.
    • Become the expert on all aspects of TravelClick’s products including their interaction with other system and their internal processes.
    • Represent Customer Care from a global prospective in new product development activities ensuring that the needs of Customer Care to support the application are included in requirements and design.
    • Assist in the development and documentation of new processes and procedures within the Customer Care department and with other departments.
    • Participate in the User Acceptance Testing of system changes prior to release to production.
    • Represent Customer Care from a global perspective in the internal meetings such as change control, issues resolution, process and procedure development.
    • Suggest enhancements to the product that will improve its stability and ability to be supported.
    • Ensure issues are completely researched and correctly documented prior to escalation to other departments. Ensure Customer Care is following all standards agreed to with other departments.
    • Act as the liaison between Global Customer Care and IT to gather additional information on system issues, co-ordinate clarification of support requests and validation of changes after changes are implemented.
    • Perform the activities necessary to implement customers on TravelClick’s applications including co-ordination with internal personnel, customers and third parties.
    • Conform to all internal service levels and quality standards.
    • Resolve issues raised during new customer deployments and from existing customers according to the departmental standards.

    Basic Qualifications

    • Bachelor’s degree or equivalent relevant experience preferred
    • 2-3 years of experience in the hospitality or travel industry preferred
    • 2-3 years’ experience performing functional Help Desk activities including, but not limited to ticket entry, ticket escalation, gathering of detailed information from end user, testing and validation of processed tickets prior to closing them.
    • Previous experience in Customer Service positions or in areas where a “customer focus” is imperative.
    • 2 -3 yrs. experience working with Property Management Systems and interfaces to third party applications preferred.
    • 1-2 yrs. of IT or technical background relating preferably to desktop and networking.             
    • Must display initiative and resourcefulness in solving problems and following issues through to conclusion.
    • Must be able to display critical thinking skills and show good judgment when handling various situations.
    • Ability to give a presentation to internal and external customers and articulate the project professionally. 
    • Strong analytical skills and a capacity for creative problem-solving
    • Proficiency in MS Office applications.
    • Ability to work independently, organized and able to prioritize multiple project responsibilities and to produce quality work under deadline pressure.  Meeting deadlines and excellent follow-up skills are a required skill for this position.
    • Shift work, on call, and non-standard work hours will be required for position.
    • Excellent attention to detail and well-rounded trouble shooting skills.

    LANGUAGES REQUIRED:

    Fluent or Native English, both written and spokenwritten and oral communication skills, including experience using web-based demonstration tools for remote presentations.

     

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