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Support Specialist L1

Shiji Slovakia s.r.o.

Information about the position

  • Place of work: Žilina
  • Basic wage component (gross) and other rewards: 1 100 EUR/month
  • Start date: 01.05.2021 or by agreement
  • Contract type: full-time

Job description, responsibilities and duties

To support our fast-growing team, we’re looking for skilled Support Specialist to provide first class first level technical support to Concept 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. Concept, is one of the leading Golf, Spa and Hotel POS (Pantry) solutions providers for luxury hotels around the world. With over 20 years of experience in more than 60 countries, Concept has developed a robust system that is uniquely integrated with hotel property management systems and an unrivaled know-how in managing global golf and spa guest data, both online and in person.

• Provide first level support to our customers with a focus on quality and customer satisfaction and within the defined parameters of Concept support services.
• Understand our customer needs, expectations and assist them using our applications .
• 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 through 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 Concept solution.

Employee perks, benefits

• 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 .
• A modern workplace in our office in the heart of Zilina, of course as much coffee and fruits as you need to get into the flow.
• Regular company Events & Entertainments.
• English language courses and multiple training & development opportunities.
• Ability to work remotely during Covid-19

Information about the selection process

Due to the large number of accepted CVs, we will only contact selected candidates.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Advanced (C1)

Personality requirements and skills

• Experience in supporting customers over the phone and using Remote Access Tools.
• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.
• Good computer skills.
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
• Ability to work with energy, direction, speed and quality both independently and in a team environment.
• Fluent in English.
• German and other languages beneficial.
• Any previous work experience in the Hospitality/Leisure Industry (Resorts with Golf/Spa/Activities).


Brief description of the company

Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

Company address

Shiji Slovakia s.r.o.
Mariánske námestie 191
01001 Žilina