System Specialist

Technical Support Singapore, Singapore


Description










POSITION: System Specialist  

REPORTS TO: Operations Manager  

Level (1/2 and/or Hardware specialisation))  

Singapore/Malaysia/Philippines/Hong Kong  

FUNCTION: Professional Services  

ROLE PURPOSE:  

To perform Pre/ Post Sales Application Support AND Project Implementation (either individually or as part  

of a team).  

In particular, the role will focus on;  

Post-Sale Support: - assist with field technical product support, installations and repairs or maintenance  

tasks of technology products. Resolve customer technical issues and answer questions.  

Keep record of system problems and issues.  

Product Implementation: including discovery, installation, configuration, training, system live coverage  

and project documentations.  

Key  

Key Activities / Decision Areas  

Accountabilities  

1. Customer Service  

Coordinate with the client teams to develop processes, procedures, and  

documentation to enhance our implementation and training services  

/Support  

Must maintain and promote strong client relationships.  

Provide Product and technical support to users on software application, POS  

hardware and peripherals.  

Perform basic walkthrough of configuration with the customer  

Research software problems defined by customers and provide diagnosis  

and resolution.  

Take ownership of customer escalations, provide timely updates and  

communicate effective.  

Participate in call management meetings and post-mortems.  

May be required to be on call after normal business hours and weekends  

Implementation and Support of our core hospitality solutions, namely  

InfoGenesis POS and Eatec Material Management Controls.  

2. Technical Service  

Support of our core hospitality solutions, namely rGuest, V1 PMS, InfoGenesis  

POS and Eatec Material Management Controls.  

Assist in support case assignment, review and track open cases till closure.  

This includes working with Level 2 and 3 on calls escalation and resolution.  

Perform Rotational after hours Support Standby.  

Input quality data into the Salesforce CRM.  

Understand escalation process and perform escalation process in a timely  

manner.  

Coordinate with hardware vendors on diagnosis and resolution of hardware  

Agilysys APAC System Specialist PD September 2019  






problems.  

Accurately document worked issues and detailed steps for resolution when  

necessary.  

Keep abreast of software releases, new feature and functionality, and  

updated installation procedures.  

Provide immediate feedback of trends relating to incoming calls and  

training opportunities.  

Recreate issues in lab environment in order to resolve escalations.  

Responsible for monitoring tickets of fellow team members, identifying 30-  

day old cases, 7 day not updated, or any case getting ready to breach SLA,  

etc.  

May be required to be on call after normal business hours and weekends  

3. Project Implementation  

Support Project Implementation lead regarding operational considerations  

and configuration of systems to support customer requirements.  

Make recommendations to utilize full advantages of Agilysys product line  

while maximizing operational efficiencies  

Ensure all project documentation is kept up to date, and is clear and  

concise in order to ensure that Project Lead is across all aspects of current  

project  

Work with Project Lead to manage project risks and establish effective  

communication plan for escalation process; provide solutions for issues  

resulting in project scope change  

Gather site requirements, review and recommend operational design as it  

pertains to installation preparedness to Project Management  

Configure and test system configuration in order to maximize efficiency and  

provide operational consistency  

Work with Project Lead and Integration Team to ensure all applicable  

interfaces and integration components are scheduled and tested  

Prepare training materials and conduct training sessions  

Live monitor operations by providing end user assistance for the various  

business cases where the Agilysys product line is implemented  

Develop detailed project documentation upon completion of project to  

ensure that the Customer Care team has all relevant information to handle  

support for client going forward  

May be required to be on call after normal business hours and weekends  

Actively participate in team meetings to provide feedback and ways to  

improve efficiencies.  

4. Team Work  

Participate in Support handover calls.  

Participate in regularly scheduled high-profile customer calls as needed.  

Agilysys APAC System Specialist PD September 2019  






Provide regular feedback to Supervisors and Managers how we can  

improve overall.  

May be required to be on call after normal business hours and weekends  

5. Other duties as  

assigned.  

Role Dimensions  

Financial (limits/mandates etc.)  

No financial mandates  

Non-financial (customers/staff etc)  

n/a  



Person Specification  

Technical / Professional Expertise  

Special Notes  

Travel may be required.  

Required  

Those with extensive experience and knowledge will  

be considered for a Level 2 role.  

Minimum Diploma holder.  

(Any IT related course) with more than 2 years of  

relevant working experience including Network  

and SQL Database knowledge.  

Fresh University graduates with a keen interest in  

hospitality IT are also welcome.  

Good command of written and spoken English  

with fluency in Mandarin preferred.  

A good team player with good communication  

and interpersonal skill.  

Customer-focused, proactive and willing to work  

independently.  

Preferred  

Prior experience with Point of Sales or Procurement  

in the hospitality industry will be an advantage.  

Agilysys APAC System Specialist PD September 2019