L1 PMS Support Specialist

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.

Additionally depending on business needs the role may transition to an evening shift (3:00 PM - 11:00 PM local time) after a few months. If this occurs remote work will be considered.

What Youll 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 ensuring compliance with SLAs by effectively balancing priorities to maintain 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 ticketscapturing investigation steps progress and resolutionwhile 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.

Qualifications :

Minimum Qualifications (knowledge skills and abilities):

• Minimum two (2) years work experience in technical support helpdesk or customer services roles within a hospitality environment.
• 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 skills with the ability to proactively troubleshoot and resolve issues.
• 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 commitment to delivering high quality customer service and ensuring customer satisfaction.
• Ability to work in the office at least 2 times per week.
•  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 shifts three (3) weeks per month.
• Possession of a valid passport and willingness to travel up to 25% of the time.

Preferred Qualifications/ Nice to Have:

• ITIL Service Management preferred.

Additional Information :

Shiji US Inc does not discriminate in employment opportunities or practices on the basis of race color religion sex national origin age disability marital status ancestry genetic information veteran status personal appearance sexual orientation gender identity or expression family responsibilities political affiliation and matriculation or any other characteristic protected by law. Employment decisions at Shiji US Inc are based on merit qualifications and abilities. Shiji US Inc is also committed to providing reasonable accommodation for qualified individuals with disabilities in our job application process.  If you need assistance or accommodation due to a disability you may contact us at

Remote Work :

No

Employment Type :

Full-time