BPO / Front Line Support Resource

Role overview

This contract role is for a BPO / Front Line Support Resource based in Dublin, Ireland, with hybrid working arrangements. The position sits within a client-facing support environment and focuses on handling hotel property management system issues, monitoring alerts, and providing first-response technical assistance.

Core focus

• Experience from the hotel industry is required.
• Provide front-line support for Opera PMS in both cloud and on-premise environments, along with other Wyndham-approved PMS incidents and tickets.
• Act as the first responder for customer-submitted, automated, and manually generated service alerts by acknowledging them and taking corrective action in line with standard operating procedures.
• Work with monitoring concepts such as infrastructure health, system health, application health, availability, latency, performance, and end-to-end monitoring.
• Handle Exchange Online tasks including mailbox setup, administration, migration, and mail flow support.
• Use basic networking knowledge, especially TCP/IP and DNS, to assist with troubleshooting.
• Troubleshoot and resolve a range of issues, from operating system and application faults to improvements in solution design.

Profile required

• A college degree in Hospitality Management, or an equivalent qualification, is preferred.
• Strong personal presentation and interpersonal skills are needed.
• You should be confident in problem solving and capable of supporting hotel property management systems, particularly Opera and related PMS platforms.
• English language proficiency is essential across reading, writing, and speaking.
• Administrative capability is important, together with proven coaching and development skills.

Additional information

If you are interested in the opportunity, or know someone who may be a fit, the hiring contact can be reached by email at divyasree.n@smartedgesolutions.co.uk or by phone at +44(0)203 500 2108.