Tech Support Agent/ IT Support (HCM)

About the job

We are looking for a highly motivated and self-starter IT Support/ Support Agent, preferentially with experience in e-commerce and travel. You will work with a dynamic & friendly team.

As our grows, we are creating opportunities for our team to grow alongside us.

Hotel Link has been set up to partner with accommodations on their digital marketing journey and to empower them to take control of their future. We have team members with a wide range of experience in the accommodation industry ranging from building large travel technology platforms and digital marketing.

Our team shares a commitment to building a sustainable future for travel in all the destinations where we operate and to ensuring that all relationships with clients, staff, business partners and the communities we service are win-win.

Responsibilities:

• Respond to tickets in accordance with SLA guidelines.
• Create task/ticket for 3rd Level of Support (Product/Tech Team) for issues relating to
  request, bug, information.
• Record, track, and document the help desk request problem solving process including
  actions taken through to the final resolution.
• Respond in timely manner to requests and issues.
• Provide support to 1st Level Support (Partners, Operations Team).
• Assist new hire training for 1st Level Support (Partners, Operations Team) when needed.
• Test new update/function before released
• Test integration for PMS/OTA, write manual guide for OTA and PMS integration after
  finished.
• Create documentation for training purposes (Knowledge base).
• Join the internal project to support the development plan of the department and of the
  Company