Customer Support Specialist - Hospitality
Hybrid - Limerick
At SHR, an Access Company, Love Work, Love Life, Be You is central to our success and how we give our customers the freedom to do more of what's important to them.
What we're all about:
SHR, an Access Company, unites pioneering hotel technology and marketing services to put the power back in the hands of hoteliers. We deliver solutions through a complete eco-system of tools and services that maximize guest success and value at every touchpoint.
More than 2,000 hotels around the world rely on SHR Group's product suite to optimize their channel mix, personalize guest experiences, and maximize revenue and profitability. Our platforms bring the full stack of booking and revenue tools together for the first time, from acquisition to booking, check-in to post stay follow-up and loyalty, whilst maximizing revenue every step of the way. These services are then rocket boosted by the platform's real-time learning and insight, enabling smarter prediction, tailoring and optimization of every guest interaction.
About you:
As the Customer Support Specialist at SHR, you will be a key ambassador, adept at fostering excellent communication and maintaining positive customer relationships. You're self-motivated and capable of thriving in a fast-paced, dynamic environment. Your role extends beyond routine support - you will take initiative in driving improvement initiatives both internally and with customers, ensuring seamless user experiences with published versions of SHR applications. If you possess a proactive mindset and a commitment to excellence, we invite you to join us in elevating customer satisfaction and operational efficiency.
Responsibilities:
- Provide application configuration and usage recommendations, by becoming an expert on the use of all aspects of SHR applications.
- Receive and log requests for support from internal and external customers; investigate problems and other requests for support and determine appropriate actions to take. Prioritizing requests in accordance with the defined criteria.
- Deliver support to customers and investigate and resolve application errors, data discrepancies, and usage inquiries.
- Monitor the progress of requests for support and ensure customers and other interested parties are kept informed.
- Provide correct and timely responses to requests for support, suggesting modifications to application parameters, developing workarounds or site-specific enhancements, training internal and external customers, producing additional documentation, or escalating requests to development.
- Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
- Communicate effectively via phone and email Liaise with customers and stakeholders at all levels.
- Please not you may be asked to participate in evenings and weekends on-call rotation.
Your skills and experience include:
Required:
- Proven Hospitality experience (experience in reservations, operations, distribution).
- Excellent communication and documentation skills.
- Ability to prioritize requests, implement and communicate timely solutions.
- Excellent analytical thinking - acquire understanding of situations by breaking down problems systematically into component parts and identifying the relationships between these parts.
- Attention to detail and quality, ensuring that nothing is overlooked.
- Ability to concentrate under pressure from hoteliers.
- Knowledge of hospitality distribution (GDS, OTAs, Channel Management, PMS, CRM, RMS).
- Knowledge of general IT infrastructures (hardware, databases, operating systems, local area networks).
- Knowledge of help desk procedures, corporate quality and change management processes.
SHR, an Access company, is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.