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Support Specialist Infrasys Cloud

Shiji Slovakia s.r.o.

Information about the position

  • Place of work: Žilina
  • Basic wage component (gross) and other rewards: 935 - 1 100 EUR/month
  • Start date: by agreement
  • Contract type: full-time

Job description, responsibilities and duties

As a member of the Support organization, you will resolve post install customer inquiries via phone and electronic means. Your focus is to provide level one support, including problem resolution within published goals using the Knowledge Base, product documentation, Lab Testing, etc. to resolve issues. Working in Technical Support the Support Specialist will provide first class technical support to Infrasys 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

• Provide first level support to our Infrasys customers with a focus on quality and customer satisfaction and within the defined parameters of Infrasys 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 Infrasys 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.
• Networking skills - Setting up, troubleshooting and configuring Computer skills - setting up, upgrading, troubleshooting, installation and configuration.
• Experience in a customer facing role working to defined levels of service delivery.
• Experience of using IT systems to include OS installation and configuration.
• Strong troubleshooting skills with the ability to identify opportunities to improve efficiency.
• 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.
• Experience of writing knowledgebase articles for internal publication
• Mentoring colleagues when faced with challenging issues


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