Job Description

Company Profile:

Simplotel is a Bangalore-based, Software-as-a-Service (SaaS) company helping over 2,000 hotels across 21 countries grow their direct business. We are powering e-commerce for some of the largest hotels in India. The name Simplotel comes from a combination of Simple and Hotel - our mission is to Simplify the life of hoteliers through technology. Simplotel is a ‘Shopify for Hotels’, was founded in October 2013 and is funded by Go-MMT - India’s largest Online Travel Agency.

*Simplotel was awarded the best startup in travel & hospitality for 2021 by Startup India, an initiative of the Union Ministry of Commerce & Industry in India.
(https://www.startupindia.gov.in/nsa2021results/travel.html)

Position: Technical Operations Specialist

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

Skills Required:

• 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.

Location: Bangalore