Support Specialist

Shiji Slovakia s.r.o.

Place of work
Contract type
Start date

Information about the position

Job description, responsibilities and duties

To support our fast-growing team, we’re looking for a skilled Support Specialist (m/f) to 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.
Infrasys Cloud is a one-stop hospitality platform with service-oriented architecture that simple combines POS, reservation, membership and menu on one platform. An extremely agile and scalable platform, it is suitable for single restaurant to international group with many outlets around the world.


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 though 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

Basic wage component (gross) and other rewards


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

You're experienced in supporting customers over the phone and using Remote Access Tools
You have good computer skills (setting up, upgrading, trouble shooting, installation and configuration) as well as experience in using IT systems to include OS installation and configuration
Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
Experience in a customer facing role working to defined levels of service delivery
Strong troubleshooting skills with the ability to identify opportunities to improve efficiency
Ability to work with energy, direction, speed and quality both independently and in a team environment
Fluent in English. Multi-lingual beneficial (Spanish, French, Italian, German)


Brief description of the company

Founded in 1998, the aim of Shiji is to become a "big data" application service platform operator. Shiji has become one of the leading manufacturers of hotel information systems, with a variety of recent investments into the European market. Shiji is gradually expanding from hotel to catering and retail industries, becoming the major software supplier to both industries. Shiji has also introduced consulting, IT solutions and data platform services. Meanwhile, Shiji is developing worldwide leading products and technologies aiming for the international market and speeding up its globalization progress. Currently Shiji has more than 50 subsidiaries with about 3,000 employees.

Company address

Shiji Slovakia s.r.o.
Mariánske námestie 191
01001 Žilina
ID: 3553832   Dátum zverejnenia: 5.12.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   1100