About the role

The System Specialist (Support & Implementation) support Agilysys customers across Australia and New Zealand. This is a role for someone interested in a career in hospitality technology and SaaS solutions. You will work with Agilysys hospitality products, assisting with customer implementations as well as ongoing application and technical support.

Key responsibilities

Implementation

• Manage the implementation of Agilysys SaaS solutions for new and existing customers

• Support system configuration, testing, training and go-live activities

• Gather and document customer requirements

• Manage SIT and UAT activities

• Work with internal teams and customers to test interfaces and integrations

• Deliver customer training and product walkthroughs

• Provide onsite or remote support during customer go-lives

Application & Technical Support

• Provide application and basic technical support to customers

• Help investigate software, configuration and operational issues

• Troubleshoot and resolve issues within your level of knowledge

• Gather relevant information and escalate more complex issues to experienced specialists

• Keep customers informed on the progress of their support requests

• Maintain accurate records of issues and resolutions

• Build product and technical knowledge through hands-on customer support

About you

• 2+ years of experience in hospitality operations, application support, SaaS/software support, IT support or a similar role

• Interest in SaaS, cloud technology and hospitality software

• Good problem-solving and analytical skills

• Good written and verbal communication skills

• Strong customer-service mindset

• Willingness to learn new products and technical concepts

• Ability to work effectively as part of a team

• Experience or knowledge in Hospitality POS or other operational systems, SaaS/cloud applications, basic networking or database concepts, or system integrations and APIs would be beneficial but is not essential