Hospitality Software Support and Onboarding Specialist

1 week ago

Cape Town, South Africa Turas Hotels Full time

Hop is a Hotel Operation Platform and brings new age IT solutions to the hospitality market. We are growing and expanding overseas so are now currently seeking an ambitious and experienced hospitality professional who has worked on multiple PMS or hospitality software products or has extensive experience within the hospitality industry.

You will have experience of providing outstanding customer service, with an excellent telephone manner and the ability to communicate effectively with technical and non-technical customers, clients and colleagues. Excellent time management and multi-tasking skills are a must, as is a natural aptitude for troubleshooting and problem solving.

**Day to day tasks may include**:
Problem solving client queries and providing proactive solutions

Client demonstrations of Hop Property Management System

Communicate with 3rd parties to resolve any integration issues

Regression testing for new features and products

Client On-boarding - Setting up new clients on Hop

Client PMS training

Weekend cover to manage support desk - This is on a rotational basis across the

team.

**Key Responsibilities**

**Technical Support**:

- Troubleshoot PMS and integration issues
- Manage help desk tickets and escalations
- Conduct regression testing
- Weekend support coverage

**Client Onboarding**:

- Set up new clients on Hop PMS
- Deliver product demonstrations and training
- Guide clients through implementation process
- Create training materials and documentation
- Ensure successful go-live transitions

**Essential Requirements**

**Experience**:

- Hospitality industry experience with understanding of hotel operations
- 2+ years technical support experience (1st/2nd line, preferably help desk)
- Experience with multiple PMS platforms or extensive hospitality software exposure
- Proven customer service excellence

**Skills**:

- Strong troubleshooting and problem-solving abilities
- Excellent communication skills for technical and non-technical audiences
- Ability to deliver training and product demonstrations
- Outstanding time management and multitasking capabilities
- Self-motivated with remote work experience
- Natural aptitude for learning new technologies

**Technical**:

- Understanding of hotel operations and workflows
- Experience with software integrations and APIs
- Remote support tools and ticketing systems
- Basic database and data management concepts

**Job Type**: Full time Monday to Friday and one weekend in six to cover the support desk.

Pay: R18 000,00 - R20 000,00 per month

Work Location: In person

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