Level 2 Technical Support Representative (Hospitality)

An advanced technical support role that includes investigating complex issues in information systems, analyzing processes and data, collaborating with development and product teams, and writing professional documentation and system guides.

The role requires strong analytical thinking, a solid understanding of systems, and the ability to quickly learn complex platforms.
This position is also suitable for Information Systems graduates who wish to enter the world of technical support and enterprise systems.

Responsibilities:

• Handle complex issues in information systems that cannot be resolved at Level 1 support.
• Investigate the root cause of issues through analysis of data, logs, and system configurations.
• Work with development and product teams to open bug reports and investigate system issues.
• Provide professional guidance to support representatives within the team.
• Document solutions and work processes in the organizational knowledge base.
• Write system guides, process documents, and basic specification documents when required.
• Identify systemic issues and raise product improvement opportunities.

Requirements:

• Bachelor's degree in Information Systems / Industrial Engineering & Management / or a similar technological field
• or prior experience in technical support for information systems.
• Strong analytical thinking and problem-solving skills.
• Ability to understand system processes.
• Excellent written communication skills.
• Ability to work independently and learn quickly.
• Significant Advantage
• Experience working with SaaS systems or enterprise systems.
• Experience with SQL or data analysis.
• Experience working with APIs or system integrations
• Experience with service management systems (e.g., JIRA / CRM).
• Experience writing system documentation or guides.

Skills:

• Systematic thinking and strong troubleshooting abilities.
• High level of organization and attention to detail.
• Ability to work in a multi-tasking environment.
• Professional curiosity and willingness to learn complex systems.
• Ability to work with customers and technical teams.