Technical Support Executive

Key Responsibilities

• Provide day-to-day technical and application support to hotel properties using ASI PMS and related ASI hospitality solutions.
• Handle customer inquiries through Phone, Live Chat, Email, and other approved support channels while maintaining professional communication.
• Assist hotel users with PMS functionality, workflows, configuration, and general system usage.
• Troubleshoot application, user-access, configuration, connectivity, and operational issues using established support procedures.
• Perform appropriate first-level investigation, reproduce issues where possible, document findings, and escalate complex or product-related issues to the relevant internal team.
• Make outbound calls when required to troubleshoot escalated issues, confirm resolutions, or provide follow-up assistance.
• Understand hotel operations and how PMS workflows support Front Desk, Reservations, Housekeeping, Billing/Folio, and other common hotel functions.
• Build strong customer relationships through empathy, patience, ownership, and solution-focused communication.
• Capture customer feedback, product requirements, recurring issues, and enhancement requests accurately for internal review.
• Maintain accurate ticket/case documentation, including troubleshooting steps, resolutions, and customer communication.
• Stay current with ASI PMS product updates, new features, process changes, and support procedures through training and internal knowledge resources.
• Collaborate with Product, Development, Implementation, Billing, and other internal teams when cross-functional assistance is required.