Support Specialist L1, PMS

Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains. With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions. The best hotels run on Shiji—day and night. Job Summary: The Level 1 (L1) PMS Support Specialist will serve as the first and primary point of contact for our Property Management System (PMS) customers, providing level 1 support, ensuring prompt resolution and exceptional service. This role will involve managing support tickets in accordance with established Service Level Agreements (SLAs), guiding customers through troubleshooting, prioritizing issues, and escalating complex issues when necessary. The L1 PMS Support Specialist will also be responsible for conducting thorough investigations, collaborating with internal teams to provide tailored solutions, and maintaining accurate support documentation. Additionally, this role will participate in ongoing training to stay current with new products and best practices, ensuring a seamless support experience and continuous improvement in service delivery for our PMS customers. This role may transition to evening and night shifts after the first few months, and regular days off may fall outside of weekends to support a 24/7 operation. When this shift rotation begins, certain schedules may be eligible for remote work. What You’ll Do: Serve as the first and primary point of contact and take full ownership of customer reported issues by using tools like Zoho Desk and JIRA to investigate and troubleshoot PMS-related problems, analyze system logs and developer tools, and guide users through effective solutions to ensure timely resolution, minimize disruptions, and deliver a positive customer experience. Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously, maintaining high service quality and resolving critical issues in a timely manner. Provide regular status updates to customers on assigned tickets, verify that resolutions meet their expectations, and maintain clear and timely communication to ensure transparency and build customer trust. Maintain detailed and accurate documentation within support tickets—capturing investigation steps, progress, and resolution—while actively monitoring and managing ticket queues based on severity and priority to ensure traceability, SLA compliance, operational efficiency, and data integrity. Collaborate with internal teams by escalating unresolved, high-priority, or complex issues to the appropriate support levels, teams, or managers to ensure timely resolution, seamless communication, adherence to SLA and escalation procedures, and effective knowledge sharing. Maintain and update customer records accurately in the system, ensuring proper documentation and closure of support cases to maintain a complete and organized support history. Contribute to process, product, and service improvements by sharing insights from customer interactions and support experiences with relevant departments, to enhance internal procedures, drive innovation, and better align offerings with customer needs. Participate in scheduled training sessions to stay informed on new products, features, and enhancements, ensuring the delivery of accurate and up-to-date support. Apply strong investigative skills, curiosity, and initiative to deeply understand problems, and proactively identify root causes that support effective troubleshooting and customer satisfaction. Minimum Qualifications (knowledge, skills, and abilities): Minimum two (2) years of hands-on work experience in the hotel industry, ideally in areas with direct exposure to hotel operations such as Front Desk, Reservations, Revenue Management, Groups/Banquets, or roles involving hotel systems (PMS/POS). Experience in restaurants alone does not qualify unless it involves hotel banquets or events with significant hotel interaction. Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel). Bilingual in English and Spanish, with strong written and verbal communication in both languages, with the ability to explain technical concepts to non-technical users. Strong critical thinking and problem-solving abilities, including the capacity to investigate issues, clarify questions, and demonstrate curiosity to understand system behaviors and variables. Ability to adapt quickly to new technologies, products, and procedures. Excellent organizational and prioritization skills, with the ability to manage multiple tasks and projects simultaneously while adhering to strict deadlines. Strong interpersonal skills with the ability to collaborate effectively across internal teams and external stakeholders. Customer-focused mindset with a strong commitment to delivering high-quality customer service and ensuring customer satisfaction. Ability to work onsite at the Polanco office, with the flexibility to rotate schedules as needed. Willingness to provide on-call support during evenings, weekends, and holidays as needed, with overtime compensation in accordance with Mexican labor law, and the ability to work evening or night shifts. Preferred Qualifications/Nice to Have: Experience in hospitality technology, either through PMS implementations (migrations, onboarding, configurations) or through PMS support roles involving ticket handling and technical assistance via phone or email. Working Environment • This position operates on a rotating shift schedule, with coverage provided between 7:00 AM and 11:00 PM. Employees in this role work 40 hours per week across five days and may be assigned to any shift within these operating hours. Employees assigned to daytime shifts are required to work onsite at our Mexico City office in the Polanco area, while employees assigned to designated afternoon or evening shifts work remotely. As part of the role, employees rotate between onsite and remote work arrangements based on their assigned shift schedule and operational requirements. • As shift schedules and days off vary, employees in this role must be available and willing to work weekends and public holidays as needed to support domestic and international customers. Any applicable premium pay will be provided in accordance with company policy and applicable Mexican labor laws. • During the initial onboarding period, employees may be assigned a standard business hours schedule and required to work onsite to support training, collaboration, and the development of role-specific knowledge and skills. What you’ll get from us • A creative technology environment with ownership and responsibility. • Feedback-driven culture where your ideas matter. • Opportunities for professional and personal growth in a global company. • Access to learning platforms such as OpenUp, Pluralsight, and GoodHabitz, as well as 40 hours per year dedicated to learning & development during working time. • A modern, well-equipped workplace in one of our multinational offices.