Founded in 1998, the aim of Shiji is to become a "big data" application service platform operator. Shiji has become one of the leading manufacturers of hotel information systems, with a variety of recent investments into the European market. Shiji is gradually expanding from hotel to catering and retail industries, becoming the major software supplier to both industries. Shiji has also introduced consulting, IT solutions and data platform services. Meanwhile, Shiji is developing worldwide leading products and technologies aiming for the international market and speeding up its globalization progress. Currently Shiji has more than 50 subsidiaries with about 3,000 employees.

As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.

Working in Technical Support the Support Specialist will provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.

WHAT YOU’LL DO

• Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys support services
• Understand our customer needs, expectations and assist them using our applications 
• Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution 
• Escalate Tickets which need further investigation by 2nd and 3rd Level Support 
• Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc. 
• Attend regular product/technology training to remain up to date with developments of the Infrasys solution 

WHAT WE’RE LOOKING FOR

• Experience of supporting customers over the phone 
• Experience using Remote Access Tools to support customers
• Networking skills - Setting up, upgrading, troubleshooting, installation and configuration - as well as experience in using IT systems to include OS installation and configuration 
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint 
• Experience in a customer facing role working to defined levels of service delivery 
• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency 
• Ability to work with energy, direction, speed and quality both independently and in a team environment 
• Mentoring colleagues when faced with challenging issues
• Experience of writing knowledgebase articles for internal publication
• Operates with energy, direction, speed and quality
• Fluent in English and German  

WHAT YOU’LL GET FROM US

• Exciting job within a creative environment and the opportunity to make a real impact on the business 
• Feedback and initiatives are always welcomed, you'll also get full ownership to help shape the company's future
• Friendly, motivated and talented multicultural team 
• A modern workplace in our office in the heart of Zilina, of course as much coffee, tea and fruit as you need to get into the flow 
• Regular company Events & Entertainments
• English languages courses and multiple training & development opportunities

Shiji provides a challenging and creative environment with a great deal of freedom, responsibility and the opportunity to help shape the company's future. 

INTERESTED?

Looking forward to your application under specification of your possible starting date and salary expectations.