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11/08 Avani
HR at Simplotel Technologies

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Simplotel Technologies - Customer Service Operations Specialist (1-3 yrs)

Bangalore Job Code: 228191

Company Profile : 

Simplotel is a Bangalore-based SaaS startup helping over 2000 hotels across 21 countries grow their direct business. The name Simplotel comes from a combination of Simple and Hotel - our mission is to Simplify the life of hoteliers through technology.

Our customers are hotels of various sizes. Simplotel is a - Shopify for Hotels-, was founded in October 2013 and is funded by India's largest Online Travel Agency - MakeMyTrip.

We are looking for a Technical Operations Specialist to provide enterprise-level support to our clients (hotels). A suitable candidate needs to have a keen eye for detail, work collaboratively within a team to ensure the smooth functioning of the Operations department. Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate resolutions.

Responsibilities : 

- Respond, manage, and resolve customer queries and issues sent via a ticketing system

- Talk clients through a series of actions (either via phone, email, or chat), until their queries and issues are resolved

- Develop and implement strategies that will ensure a positive experience that exceeds the hotel and its guests- expectations

- Conduct training sessions for clients to effectively leverage the use of our products

- Follow defined steps to setup and configure our products, coordinating with both external partners as well as client stakeholders where necessary

- Provide feedback and escalate unresolved issues to internal departments (e.g.: Software Developers, Customer Success/Account Managers)

- Prioritize and manage several open issues simultaneously

- Operate & drive several projects internally

- Create SOPs and document knowledge in detailed steps

Requirements : 

- BE/BSc/BCA or equivalent degree (preferably in computer science, or electronics & communications)

- Excellent problem-solving and communication skills

- Good understanding of computer systems, mobile devices and comfortable using software products

- Basic understanding and knowledge of DNS (A, NS, MX records etc)

- Ability to sustain with dynamic processes and constant updates

- Ability to provide step-by-step guidance, both written and verbal

- 1 to 2 years of experience in a client-facing role in a consultation/support function

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