Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night.
Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains.
With more than 5,000 employees across the world, Shiji is a trusted partner for the world’s leading hoteliers, delivering technology that works as continuously as the industry itself. That’s why the best hotels run on Shiji—day and night. While its primary focus is on hospitality, Shiji also serves select customers in food service, retail, and entertainment in certain regions.
The best hotels run on Shiji—day and night.
Your Role
The Support Specialist L1, POS serves as the first and primary point of contact for our Point of Sales (POS) customers, providing level 1 support, ensuring prompt resolution and exceptional service. This role is responsible for managing support tickets in accordance with established Service Level Agreements (SLAs), guiding customers through troubleshooting, prioritizing issues, and escalating complex issues when necessary. The Support Specialist L1, POS will also be responsible for conducting thorough investigations, collaborating with internal teams to provide tailored solutions, and maintaining accurate support documentation.
What You Will Do
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Serve as the first and primary point of contact for customer inquiries, providing level 1 support, delivering effective solutions and clear guidance through troubleshooting processes to ensure efficient problem-solving, minimizing disruptions, and providing positive customer experience.
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Respond to support tickets promptly and in accordance with Service Level Agreements (SLAs), prioritizing issues based on severity and urgency while managing multiple cases simultaneously, ensuring compliance with SLAs by effectively balancing priorities to maintain high service quality and resolving critical issues in a timely manner.
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Take ownership of customer-reported issues by investigating operational and system-related concerns, documenting findings, and providing practical solutions or appropriate escalations with internal teams, to ensure effective problem solving, timely resolution and a positive customer experience.
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Provide regular status updates to customers on assigned tickets, offering detailed feedback and maintaining clear and timely communication, to ensure transparency and build customer trust.
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Maintain detailed and accurate documentation within support tickets, outlining the investigation steps, progress, and resolution to ensure traceability, improve future support efficiency, and maintain data integrity.
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Diagnose and Troubleshoot POS-related operational and technical issues, including software behavior, change logs, event logs, peripherals, printers, payment terminals, connectivity or user workflow issues, determining root-causes and escalating advanced technical problems as appropriate.
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Maintain and update customer records accurately in the system, ensuring proper documentation and closure of support cases to maintain a complete and organized support history.
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Contribute to process, product, and service improvements by sharing insights from customer interactions and support experiences with relevant departments, to enhance internal procedures, drive innovation, and better align offerings with customer needs.
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Participate in scheduled training sessions to stay informed on new products, features, and enhancements, ensuring the delivery of accurate and up-to-date support.
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Maintain in-depth knowledge of the department's operational procedures, products, and services to provide informed guidance, proactive support, and drive customer satisfaction.
What We Are Looking For (Required Qualifications)
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Minimum two (2) years of hands-on experience using a Point of Sale (POS) system as part of daily operations in a food service, hospitality or similar environment, OR a minimum of one (1) year of experience providing technical support, troubleshooting, configuration, training, or implementation support for restaurant POS systems.
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Bilingual in English and Spanish, with strong verbal and written communication skills, with the ability to explain technical issues and solutions clearly to non-technical users.
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Solid understanding of common restaurant POS workflows and operational processes, including order management, payments, and cashier functions.
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Strong technical aptitude and the ability to quickly learn new software applications, systems, and support procedures.
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Strong critical thinking and problem-solving skills with the demonstrated ability to identify issues and apply basic troubleshooting techniques to resolve them.
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Proficiency in Microsoft Office applications, including Word, Excel, and PowerPoint.
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Excellent organizational and prioritization skills, with the ability to manage multiple tasks and deadlines in a fast-paced environment.
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Customer-focused mindset with a commitment to delivering high quality service and ensuring customer satisfaction.
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Possession of a valid passport and willingness to travel up to 25% of the time.
Nice to Have (Preferred Qualifications)
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Experience using ticketing systems, customer support platforms, or remote support tools.
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Familiarity with ITIL concepts or service-oriented support methodologies.
Working Environment
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This position operates on a rotating shift schedule, with coverage provided between 7:00 AM and 11:00 PM. Employees in this role work 40 hours per week across five days and may be assigned to any shift within these operating hours. Employees assigned to daytime shifts are required to work onsite at our Mexico City office in the Polanco area, while employees assigned to designated afternoon or evening shifts work remotely. As part of the role, employees rotate between onsite and remote work arrangements based on their assigned shift schedule and operational requirements.
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As shift schedules and days off vary, employees in this role must be available and willing to work weekends and public holidays as needed to support domestic and international customers. Any applicable premium pay will be provided in accordance with company policy and applicable Mexican labor laws.
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During the initial onboarding period, employees may be assigned a standard business-hours schedule and required to work onsite to support training, collaboration, and the development of role-specific knowledge and skills.
What you’ll get from us
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A creative technology environment with ownership and responsibility.
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Feedback-driven culture where your ideas matter.
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Opportunities for professional and personal growth in a global company.
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Access to learning platforms such as OpenUp, Pluralsight, and GoodHabitz, as well as 40 hours per year dedicated to learning & development during working time.
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A modern, well-equipped workplace in one of our multinational offices.
