• Record customer support calls by receiving calls, taking call details, responding to emails and inputting call and email information into a call tracking system
  • Provide functionality support by interpreting customer enquiries, gathering information to investigate, provide information regarding system processing options, functions and techniques
  • Provide customer follow-up by keeping track of open logs, keeping Senior Support Specialist updated, and keeping customers and Galaxy L2 Support informed of the call status
  • Maintain customer files by updating and closing all call records as problems are resolved
  • Escalate Level 2 or 3 cases to Galaxy Support and follow-up on cases, keeping customers periodically informed of case status
  • Prepare periodical reports/statistical reports as required
  • Enforce the Support Service Level of Agreement as per contract/agreement with Galaxy and the customers
  • Assume the role and duties of Application Specialist or Interface Specialist whenever necessary
  • Performs other Outsource Services Division duties as and when required


  • Diploma / Degree in any IT field or equivalent.
  • At least 2 years of hotels PMS & Operations background or with a Property Management System company or a comparable industry.
  • Knowledge and working experience in the Hospitality Industry. Hotel Industry experience (PMS user, operations background and training background) will be an added advantage.
  • Knowledge of basic operation systems and database management systems such as Unix, Linux, SQL and Informix.
  • Knowledge of hardware such as PCs, printers, terminals, Terminal Serves and HP/Linux servers.
  • Excellent organizational, problem solving and decision making skills.
  • Superb written and verbal communication skills.
  • Willing to work on shift, weekend and public holidays.
  • Self-disciplined, initiative, proactive and able to work under pressure.
  • Proactive learner and enthusiast on picking up new knowledge / skill.
  • Ability to handle customers successfully with little supervision.
  • Willing to travel when required.

To apply, please send your latest CV via email to [email protected] . Kindly indicate the vacancy and country that you are keen to apply for.

Posted on 25 Sep 2017.