Technical Support Specialist

MS Shift is a fast-growing enterprise SaaS platform powering security and operations for global hospitality brands. We are seeking a Tech Support Specialist to provide first-level and second-level support to our global hotel clients. This role will troubleshoot technical issues, assist with system configurations, and work closely with development and QA teams to ensure smooth operation of the MS Shift platform. You will interact directly with hotel security teams, operations managers, and IT departments to resolve technical issues and maintain high client satisfaction.

Key Responsibilities

Customer Technical Support

• Provide Level 1 & Level 2 technical support via email, ticketing system, and remote sessions
• Troubleshoot issues related to the MS Shift platform, including user access, system configuration, and data synchronization
• Assist hotel teams with system setup, onboarding, and troubleshooting

Issue Resolution

• Diagnose software issues and determine root cause
• Escalate complex issues to development or engineering teams
• Track and document incidents and solutions in the ticketing system

Client Communication

• Provide clear and professional updates to clients regarding issue status
• Work with Directors of Security and IT teams at major hotel brands
• Ensure strong customer satisfaction and timely resolution

Internal Collaboration

• Work closely with Development and QA teams to identify bugs and product improvements
• Participate in product testing and feedback for new releases

Qualifications

Required

• 5+ years experience in Technical Support or Help Desk
• Bachelor’s Degree (BSc) in Computer Science, Information Technology, or related field
• Experience supporting SaaS platforms
• Strong troubleshooting and problem-solving skills
• Experience with:
• Windows environments
• Web-based applications
• Mobile applications
• Excellent communication skills

Preferred

• Experience with SQL / databases
• Experience with API integrations
• Experience with Azure or cloud environments
• Experience supporting hospitality or enterprise clients

Technical Skills

• Ticketing systems (Zendesk, Freshdesk, Jira, etc.)
• Remote support tools
• Basic SQL queries
• SaaS troubleshooting
• User access and permissions management
• Mobile device support (Android / iOS)