Level 2 L2 PMS Support Specialist

Job Summary:

The Level 2 (L2) PMS Support Specialist will be responsible for providing advanced technical support for Shijis Property Management System (PMS) and related products. This position involves troubleshooting and resolving complex customer issues providing guidance to Level 1 (L1) Support Specialists and collaborating with crossfunctional teams to ensure timely resolution of escalated cases. The L2 PMS Support Specialist will also be responsible for maintaining service level agreements (SLAs) delivering highquality customer interactions and fostering positive client relationships to drive satisfaction and retention. Additionally the L2 PMS Support Specialist will contribute to product improvement by sharing valuable feedback participating in training sessions and refining internal support procedures.

What Youll Do:

• Provide level 2 (L2) global customer support for the Shiji Enterprise Platform PMS application and related products ensuring timely and accurate resolution of advanced technical issues.
• Troubleshoot and resolve complex technical issues related to Shijis Enterprise Platform (PMS) and related products ensuring exceptional customer service uninterrupted system functionality and minimize downtime.
• Support Level 1 (L1) Support Specialists by handling escalated cases providing technical guidance and escalating bugs or defects to the Global Development team via the JIRA ticketing system ensuring an efficient and effective escalation process.
• Collaborate with senior management hotels thirdparty vendors and internal teams to resolve complex PMSrelated issues adhering to productspecific escalation procedures and maintaining clear and timely communication throughout the resolution process to promote efficient issue resolution strengthen customer relationships and maintain high service standards.
• Ensure compliance with internal service level agreements (SLAs) by managing assigned support tickets providing timely followups and ensuring resolution within the agreed timeframes to maintain operational efficiency.
• Identify recurring issues and root causes by evaluating customerreported problems to contribute to the continuous improvement of support processes reduce repeated issues and improve system performance and customer satisfaction.
• Deliver highquality customer service by demonstrating empathy professionalism cultural sensitivity and punctuality during interactions to foster strong relationships increase satisfaction with Shiji products and drive longterm customer retention. Provide input on product improvements by sharing feedback with relevant departments and recommending enhancements to internal procedures and standards to drive product innovation and align solutions with customer needs.
• Support customer operations after system installations and updates by ensuring smooth transitions and minimizing disruptions to enhance user experience and maintain consistent service availability.
• Assist in product and service innovation by identifying opportunities to inform customers about new features and enhancements to maximize the value of Shijis solutions and foster longterm partnerships.
• Maintain a deep understanding of Shiji PMS products industry standards and troubleshooting best practices by staying updated on new products features and enhancements through training ensuring proactive support effective problem solving and highquality uptodate guidance for both customers and internal teams.  
• Contribute to internal knowledge sharing by creating and updating documentation and knowledge base articles to improve the support teams efficiency streamline troubleshooting and maintain consistency in service delivery.

Qualifications :

Minimum Qualifications (knowledge skills and abilities):

• Bachelors degree in information technology computer science or related work experience.
• Minimum of three (3) years work experience providing PMS support implementation or technical service roles within the hospitality technology industry.
• Strong understanding of PMS systems hotel networks and IT systems.  
• Bilingual in English and Spanish with strong written and verbal communication in both languages with the ability to explain technical concepts to nontechnical users.
• Working knowledge of network configurations interfaces and integration protocols related to PMS environments.
• Strong troubleshooting and problemsolving skills with the ability to quickly understand and resolve complex technical issues. 
• Proficiency in Microsoft Office Suite (Word PowerPoint Excel) and familiarity with ticketing systems (e.g. JIRA) and support platforms.
• Ability to adapt quickly to new technologies products and procedures including system installations and upgrades.
• Strong interpersonal skills with the ability to collaborate effectively across internal teams and external stakeholders including mid and seniorlevel management combined with a customerfocused mindset and a commitment to delivering highquality service and ensuring customer satisfaction.
• Excellent organizational and prioritization skills with the ability to manage multiple tasks and projects simultaneously while maintaining accuracy and attention to detail in a fastpaced deadlinedriven environment.
• Ability to work in the office at least 2 times per week.
• Willingness to provide oncall support during evenings weekends and holidays as needed. Overtime compensation will be provided in accordance with Mexican Labor law.
• Possession of a valid passport and willingness to travel up to 25% of the time.  

Preferred Qualifications/Nice to Have:

• Proficiency in Stimulsoft Pixel Perfect or any other similar reporting tool

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 :

Fulltime