Overview
Hospitality Software Support and Onboarding Specialist Jobs in Cape Town at Turas Hotels
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.
The ideal candidate will be a highly motivated individual, who is keen to progress in a fast-paced and busy environment. You will have previous 1st or 2nd line support experience, ideally within a help desk have good experience within hospitality and understand how hotels operate.
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.
The role is a hybrid software support and client onboarding position, with an emphasis on providing excellent customer service. You will provide telephone, email, live chat and remote support to new and existing customers, as well as onboarding and training new customers how to use Hop.
Day to day tasks may include:
Provide telephone, e-mail, live chat and help desk support to clients
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:
Provide multi-channel support (phone, email, live chat, remote)
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.
Job Type: Full-time
Pay: R18Â 000,00 – R20Â 000,00 per month
Work Location: In person
Title: Hospitality Software Support and Onboarding Specialist
Company: Turas Hotels
Location: Cape Town
