System Specialist
Agilysys Inc
Singapore, Singapore
3d ago

Description

POSITION : System Specialist

REPORTS TO : Operations Manager

Level (1 / 2 and / or Hardware specialisation))

Singapore / Malaysia / Philippines / Hong Kong

FUNCTION : Professional Services

ROLE PURPOSE :

To perform Pre / Post Sales Application Support AND Project Implementation (either individually or as part

of a team).

  • In particular, the role will focus on;
  • Post-Sale Support : - assist with field technical product support, installations and repairs or maintenance

    tasks of technology products. Resolve customer technical issues and answer questions.

    Keep record of system problems and issues.

    Product Implementation : including discovery, installation, configuration, training, system live coverage

    and project documentations.

    Key Activities / Decision Areas

    1. CustomerService

    Coordinate with the client teams to develop processes, procedures, and

    documentation to enhance our implementation and training services

    Support

    Must maintain and promote strong client relationships.

    Provide Product and technical support to users on software application, POS

    hardware and peripherals.

    Perform basic walkthrough of configuration with the customer

    Research software problems defined by customers and provide diagnosis

    and resolution.

    Take ownership of customer escalations, provide timely updates and

    communicate effective.

    Participate in call management meetings and post-mortems.

    May be required to be on call after normal business hours and weekends

    Implementation and Support of our core hospitality solutions, namely

    InfoGenesis POS and Eatec Material Management Controls.

    2. TechnicalService

    Support of our core hospitality solutions, namely rGuest, V1 PMS, InfoGenesis

    POS and Eatec Material Management Controls.

    Assist in support case assignment, review and track open cases till closure.

    This includes working with Level 2 and 3 on calls escalation and resolution.

    Perform Rotational after hours Support Standby.

    Input quality data into the Salesforce CRM.

    Understand escalation process and perform escalation process in a timely

    manner.

    Coordinate with hardware vendors on diagnosis and resolution of hardware

    Agilysys APAC System Specialist PD September 2019

    problems.

    Accurately document worked issues and detailed steps for resolution when

    necessary.

    Keep abreast of software releases, new feature and functionality, and

    updated installation procedures.

    Provide immediate feedback of trends relating to incoming calls and

    training opportunities.

    Recreate issues in lab environment in order to resolve escalations.

    Responsible for monitoring tickets of fellow team members, identifying 30-

    day old cases, 7 day not updated, or any case getting ready to breach SLA,

    etc.

    May be required to be on call after normal business hours and weekends

    3. ProjectImplementation

    Support Project Implementation lead regarding operational considerations

    and configuration of systems to support customer requirements.

    Make recommendations to utilize full advantages of Agilysys product line

    while maximizing operational efficiencies

    Ensure all project documentation is kept up to date, and is clear and

    concise in order to ensure that Project Lead is across all aspects of current

    project

    Work with Project Lead to manage project risks and establish effective

    communication plan for escalation process; provide solutions for issues

    resulting in project scope change

    Gather site requirements, review and recommend operational design as it

    pertains to installation preparedness to Project Management

    Configure and test system configuration in order to maximize efficiency and

    provide operational consistency

    Work with Project Lead and Integration Team to ensure all applicable

    interfaces and integration components are scheduled and tested

    Prepare training materials and conduct training sessions

    Live monitor operations by providing end user assistance for the various

    business cases where the Agilysys product line is implemented

    Develop detailed project documentation upon completion of project to

    ensure that the Customer Care team has all relevant information to handle

    support for client going forward

    May be required to be on call after normal business hours and weekends

    Actively participate in team meetings to provide feedback and ways to

    4. TeamWork

    Participate in Support handover calls.

    Participate in regularly scheduled high-profile customer calls as needed.

    Agilysys APAC System Specialist PD September 2019

    Provide regular feedback to Supervisors and Managers how we can

    improve overall.

    May be required to be on call after normal business hours and weekends

    Role Dimensions

    Financial (limits / mandates etc.)

    No financial mandates

    Non-financial (customers / staff etc)

    Person Specification

    Technical / Professional Expertise

    Required

    Those with extensive experience and knowledge will

    be considered for a Level 2 role.

    Minimum Diploma holder.

    Any IT related course) with more than 2 years of

    relevant working experience including Network

    and SQL Database knowledge.

    Fresh University graduates with a keen interest in

    hospitality IT are also welcome.

    Good command of written and spoken English

    with fluency in Mandarin preferred.

    A good team player with good communication

    and interpersonal skill.

    Customer-focused, proactive and willing to work

    Preferred

    Prior experience with Point of Sales or Procurement

    in the hospitality industry will be an advantage.

    Agilysys APAC System Specialist PD September 2019

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