Regional Executive - CS

Job Description

Regional Executive CS New Delhi Bangalore ABOUT US IDS Next is Asia s largest provider of hospitality software. With unmatched industry expertise, IDS Next designs, develops, markets and maintains a comprehensive range of information management systems for various hospitality businesses, including hotels, restaurants, and leisure operations. We help hospitality professionals focus on providing efficient service by developing strategically sound, user-friendly software that enables higher productivity and greater profitability. SKILLS Excellent communication and writing skills Ability to work independently and under pressure Having good knowledge of a product depending on the service area. Able to identify trouble spots and excellent problem-solving skills. Good team player. Able to learn new technologies Excellent time management skills and customer service skills Proficient with computer literate such as Windows 2000/NT, workstation, MS Office and PC Hardware. Good Knowledge on SQL Sever Having knowledge of Remote connection ( Ammyy, Teamviewer, Remote desktop etc) Able to communicate and cooperate with staff at all levels Excellent presentation and technical writing skills. Strong customer-focus and problem-solving attitude Skillsin planning, organizing, and adapting within a multi-tasking environment. Have the aptitude and patience to update cases with well-written activity reports on a regular- basis and maintain case documentation JOB RESPONSIBILITIES Record and classify received Incidents and undertake an immediate effort in order to resolve the issue. Log all Incident/Service Request details, allocating categorization and prioritization Codes. Keep users informed about their Incidents status at agreed intervals Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) Provide first-line investigation and diagnosis of all Incidents and Service Requests Verify resolution with users and resolve Incidents in Salesforce (CRM). Escalate Major Incidentsto the Level 2 support Escalate Incidents at risk of breaching Service Level Agreement to the Level 2 support or manager. Owns all Incidents and Service Requests throughout their lifecycle. CANDIDATE REQUIREMENTS Bachelor s / Master degree in a computer technology related discipline. Minimum of 3 years of experience, preferably in the hospitality industry, is an added advantage.