EPITEC

Early Life Support Specialist

Full-time, Contract, Epitec W2

$82.00/hr-$88.00/hr

Location

Atlanta, Georgia - Hybrid

Summary

The purpose of this role is to oversee Early Life Support and manage escalations globally for ngPMS from hotels, owners, and colleagues. The role involves identifying opportunities to enhance product utility and warranty in collaboration with P&T teams, vendors, and support stakeholders. This position plays a critical role in the transition from Early Life Support to Business-As-Usual (BAU) production, ensuring that hotels are fully prepared and technologically equipped for new product implementations. Additionally, the role contributes to the continuous service improvement cycle for the product.

Responsibilities

• Serve as a Subject Matter Expert (SME) for tier 3/4 hotel operations and systems across AMER and EMEAA regions, addressing operational details as well as legal, fiscal, and taxation considerations.
• Provide specialized support for early-stage issue resolution and prioritization, facilitating effective communication with regional executives and ensuring compliance with regional change management and governance standards.
• Manage the escalation process for ngPMS, addressing issues raised by hotels, owners, and colleagues globally.
• Identify and implement service improvement initiatives by collaborating with hotel colleagues, internal teams, and external stakeholders, utilizing insights from trend analysis, root cause analysis (RCA), and problem management.
• Act as a liaison between hotels, regional teams, and product/service management to drive continuous service enhancements and improve customer experience.
• Oversee supplier service management and drive improvements in partnership with product, regional teams, and support stakeholders.
• Support the P&T 24x7 major incident management process by representing the interests and needs of hotels and owners.
• Advise on shaping future hotel support models, ensuring the proposed model is tested and adapted as needed during rollout.
• Manage Early Life Support for ngPMS and ensure a smooth transition to Business-As-Usual (BAU) support.
• Ensure knowledge and information are captured, documented, and shared with internal and external teams.
• Collect and analyze feedback from hotels regarding overall satisfaction with supplier performance.

Skills

• Exceptional verbal and written communication skills, effectively engaging with diverse teams at all organizational levels, including senior management and external stakeholders.
• Advanced analytical, planning, and organizational abilities, including expertise in summarizing information, identifying key elements, patterns, and relationships, and managing time efficiently.
• In-depth understanding of project management principles and processes, demonstrating expertise in applying these principles to ensure successful project execution.
• Strong problem-solving and reasoning skills, with the ability to address practical issues and navigate complex situations with limited standardization.
• Experience in the hospitality industry or with hotel Property Management Systems (PMS) is highly advantageous.

Experience

• Bachelor's Degree in a relevant field or equivalent combination of education and professional experience.