Support Specialist

**Company Description**:
**COMPANY DESCRIPTION**
**Shiji Group is a major software supplier in the hospitality and retail industries. Developing worldwide leading products and technologies, aimed at the international market and speeding up its globalization progress. Our team of more than 5,000 talented employees, in 70+ subsidiaries worldwide, is constantly adapting to facilitate the transition to fully integrated systems for our clients through a network of secure, scalable, and ready for the future platforms, so clients can focus on their core competencies of serving their customer and guests.

As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues.

Working in Technical Support the **Support Specialist** will provide first class technical support to Infrasys customers by troubleshooting, analyzing, replicating and diagnosing issues in line with the Shiji service levels and best practice, with a focus on quality working and customer satisfaction.
- Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys support services.
Track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution.
- Escalate Tickets which need further investigation by 2nd and 3rd Level Support.
- Analyze and clarify customer queries though troubleshooting and researching, using existing Knowledge Base, product documentation, Lab Testing, etc.
- Attend regular product/technology training to remain up to date with developments of the Infrasys solution.

**Qualifications**:

- Experience of supporting customers over the phone.
- Experience using Remote Access Tools to support customers.
- Networking skills - Setting up, troubleshooting and configuring Computer Skills - Setting up, upgrading, trouble shooting, installation and configuration.
- Experience in a customer facing role working to defined levels of service delivery.
- Experience of using IT systems to include OS installation and configuration.
- Fluent in English. Multi-lingual beneficial. (Spanish, French, Italian, German).
- Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.
- Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
- Ability to work independently and in a team environment.
- Operates with energy, direction, speed and quality.
- Experience of writing knowledgebase articles for internal publication.
- Mentoring colleagues when faced with challenging issues.
**Applicable Competencies**:

- Customer Focus: Passionately meets or exceeds customer Expectations. Enters the customer’s world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.
- Problem solving: Takes initiative to identify current and potential problems and determines the best solution. Involves the people and resources required.

**Additional Information**:
**WHAT WE OFFER**
- Challenging and creative technology environment with a great deal of freedom and responsibility;
- Feedback and initiatives are always welcomed, you’ll also get full ownership to help shape the company's future;
- Opportunity to grow inside the global organization and develop yourself both professionally and personally;
- Flexible working hours and opportunity to work partially remotely;
- A modern workplace in our office with an environment conducive to creativity, dynamic, flexible, talented and focused team seeking more growth;
- Exciting job within a creative environment and the opportunity to make a real impact on the business;
- Full time job contract.
**WHAT YOU HAVE TO KNOW**
- Please note that Shiji does not provide work permit sponsorship for this position
- This position is offered in Faro, Algarve - Portugal
**INTERESTED?**

**Please don’t forget to put the clauses you accept in your resume**:
I agree to the processing of my personal data by Shiji Portugal, S.A. for the needs of future recruitment.