Profile

As a Technical IT Support Manager at Six Star Global, you will serve as a liaison between our company and our clients, ensuring smooth communication and understanding of technical solutions. Your role will involve managing client accounts, providing technical support, and offering strategic guidance to maximise the value of our products/services for our clients.

Key Responsibilities

Client Relationship Management:

• Act as the primary point of contact for assigned client accounts.
• Develop and nurture strong relationships with key stakeholders.
• Understand client goals and challenges to provide tailored technical solutions.

Technical Support:

• Provide technical guidance and support to clients on product implementation and usage.
• Troubleshoot technical issues and coordinate with internal teams for resolutions.
• Conduct regular check-ins to ensure client satisfaction and address any concerns.

Product Expertise:

• Develop a deep understanding of our products/services and stay updated on new features.
• Educate clients on product functionalities and best practices.
• Collaborate with the product development team to communicate client needs and feedback.

Project Management:

• Lead the implementation process for new clients, ensuring a smooth transition.
• Manage multiple client accounts simultaneously, prioritising tasks effectively.
• Track project timelines and deliverables, ensuring timely completion.

Strategic Consultation

• Analyse client usage data and provide strategic recommendations to optimise their experience.
• Offer insights and suggestions for product improvements based on client feedback.

Person Specification

Key: (E) = Essential, (D) = Desirable

Qualifications and Experience

• Bachelor’s degree in computer science, engineering, or related field (or equivalent experience). (E)
• Proven experience in a client-facing role, preferably as a Technical Account Manager or similar experience. (E)

Skills and Knowledge 

• Strong written and verbal communication skills. (E)
• Detail-oriented and organised, capable of managing multiple tasks efficiently. (E)
• Proactive and self-motivated, able to take initiative and contribute innovative ideas. (E)
• Team player with excellent interpersonal skills. (E)
• Adaptability and willingness to learn in a dynamic, fast-paced environment. (E)
• Understanding of hospitality-specific systems such as property management systems (PMS), point-of-sale (POS) systems, guest-facing technologies, and networking infrastructure commonly used in hotels and resorts.
• Knowledge of data security standards and protocols within the hospitality industry, especially concerning guest information and payment data. (D)
• Familiarity with the operational workflows and challenges faced by hotels, resorts, restaurants, and other hospitality establishments. (E)
• Ability to build strong relationships with hospitality clients, understand their unique needs, and effectively communicate technical solutions in a non-technical manner. (E)
• Aptitude for troubleshooting technical issues and providing prompt solutions to ensure minimal disruption to guest services. (E)
• Experience in managing the implementation of IT solutions within hospitality environments, coordinating timelines, and ensuring successful deployments. (E)
• Capability to analyse data related to client usage, feedback, and system performance to provide strategic recommendations for improvements and optimizations. (E)
• Stay updated on emerging technologies, software updates, and industry standards relevant to IT in hospitality. (E)

Due to the location of the role, the successful applicant must have a good level of the German and English language.