{"id":259335,"date":"2025-07-11T13:21:33","date_gmt":"2025-07-11T07:51:33","guid":{"rendered":"https:\/\/idsnext.com\/?page_id=259335"},"modified":"2025-10-10T15:15:49","modified_gmt":"2025-10-10T09:45:49","slug":"associate-customer-success-sl","status":"publish","type":"page","link":"https:\/\/idsnext.com\/careers\/associate-customer-success-sl\/","title":{"rendered":"Associate Customer Success"},"content":{"rendered":"

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Associate Customer Success <\/h1>\n

[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” text_font=”||||||||” text_text_color=”#4A4A4A” text_font_size=”18px” text_line_height=”1.3em” header_font=”|600|||||||” header_text_color=”#4A4A4A” header_font_size=”48px” header_line_height=”1.3em” custom_margin=”||20px||false|false” text_font_size_tablet=”” text_font_size_phone=”14px” text_font_size_last_edited=”on|phone” header_font_size_tablet=”30px” header_font_size_phone=”28px” header_font_size_last_edited=”off|desktop” global_colors_info=”{}”]<\/p>\n

Sri Lanka<\/div>\n

[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.16″ _module_preset=”default” custom_css_main_element=”align-self: flex-end;” pac_dcm_carousel_specific_module_num=”0″ global_colors_info=”{}”][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”4.16″ _module_preset=”default” width=”90%” custom_margin=”-140px||||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” pac_dcm_carousel_specific_module_num=”0″ global_colors_info=”{}”][et_pb_image src=”https:\/\/idsnext.com\/wp-content\/uploads\/2021\/11\/Icon-TriColour-1.png” title_text=”Icon-TriColour” align=”right” disabled_on=”on|on|off” _builder_version=”4.18.0″ _module_preset=”default” width=”200px” global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”The leading advantage” _builder_version=”4.22.1″ _module_preset=”default” background_color=”#f8f8f8″ min_height=”179.7px” custom_padding=”6px||0px||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” locked=”off” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row admin_label=”Heading” _builder_version=”4.16″ _module_preset=”default” width=”90%” custom_margin=”||||false|false” custom_padding=”||||true|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” pac_dcm_carousel_specific_module_num=”0″ global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” header_font=”|700|||||||” header_text_align=”left” header_text_color=”#ef4f51″ header_font_size=”32px” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”]<\/p>\n

ABOUT US<\/h1>\n

[\/et_pb_text][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” custom_margin=”-31px|||||” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]Join IDS Next, one of the world\u2019s leading hospitality technology companies, shaping the digital transformation of the industry. Be part of a team that\u2019s redefining hospitality with AI-ready SaaS solutions designed to empower hotels, restaurants, wellness, and banquet operations across Africa, the Middle East, South Asia, Southeast Asia, and the Pacific Rim.[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”The leading advantage” _builder_version=”4.22.1″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”6px||||false|false” da_disable_devices=”off|off|off” global_colors_info=”{}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row column_structure=”3_5,2_5″ admin_label=”Heading” _builder_version=”4.22.1″ _module_preset=”default” width=”90%” custom_margin=”||||false|false” custom_padding=”13px||13px||true|false” global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.16″ _module_preset=”default” pac_dcm_carousel_specific_module_num=”0″ global_colors_info=”{}”][et_pb_text _builder_version=”4.27.4″ _module_preset=”default” header_font=”|700|||||||” header_text_align=”left” header_text_color=”#ef4f51″ header_font_size=”32px” custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”]<\/p>\n

RESPONSIBILITIES<\/h1>\n

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    \n
  • Record and classify received incidents and undertake an immediate effort in order to resolve the issue.<\/li>\n
  • Log all Incident\/Service Request details, allocating categorization and prioritisation codes.<\/li>\n
  • Keep users informed about their Incidents’ status at agreed intervals.<\/li>\n
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors…).<\/li>\n
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests.<\/li>\n
  • Verify resolution with users and resolve Incidents in Salesforce (CRM).<\/li>\n
  • Escalate Major Incidents to the Level 2 support.<\/li>\n
  • Escalate Incidents at risk of breaching the Service Level Agreement to the Level 2 support or manager.<\/li>\n
  • Owns all Incidents and Service Requests throughout their lifecycle.<\/li>\n<\/ul>\n

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    SKILLS<\/h1>\n

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      \n
    • A Bachelor\u2019s degree or diploma in Hospitality Management, IT or a related field.<\/li>\n
    • 1+ years of experience in a customer-facing role, preferably in the hospitality or IT industry.<\/li>\n
    • Proficiency in Information Technology is highly preferred.<\/li>\n
    • Exceptional communication (written & verbal) and problem-solving skills.<\/li>\n
    • Ability to work independently and under pressure in a fast-paced environment.<\/li>\n
    • Strong understanding of product knowledge relevant to the service area.<\/li>\n
    • Willingness to work on weekends and a 24\/7 roster basis.<\/li>\n
    • A collaborative team player with excellent interpersonal skills.<\/li>\n
    • Able to learn new technologies.<\/li>\n
    • Excellent time management and customer service skills<\/li>\n
    • Proficient with computer literate such as server O\/S, workstation, MS Office and PC Hardware.<\/li>\n
    • Familiarity with remote connection tools (e.g: Ammyy, Teamviewer, Remote desktop).<\/li>\n
    • Ability to communicate and cooperate effectively with staff at all levels.<\/li>\n
    • Strong presentation and technical writing skills.<\/li>\n
    • Skills in planning, organising, and adapting within a multi-tasking environment.<\/li>\n
    • Aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation<\/li>\n<\/ul>\n

      [\/et_pb_text][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”4.22.1″ _module_preset=”default” custom_padding=”20px|20px|20px|20px|true|true” pac_dcm_carousel_specific_module_num=”0″ border_radii=”on|20px|20px|20px|20px” border_width_all=”1px” border_color_all=”#e3e3e3″ box_shadow_style=”preset1″ box_shadow_blur=”5px” global_colors_info=”{}”][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” header_font=”|700|||||||” header_text_align=”left” header_text_color=”#ef4f51″ header_font_size=”32px” header_2_text_color=”#ef4f51″ custom_margin=”0px||||false|false” custom_padding=”0px||||false|false” global_colors_info=”{}”]<\/p>\n

      SUBMIT YOUR APPLICATION<\/p>\n<\/h2>\n

      [\/et_pb_text][dsm_contact_form_7 cf7_library=”259332″ input_background_color=”#f9f9f9″ file_padding=”12px||12px||false|false” _builder_version=”4.27.4″ _module_preset=”default” labels_line_height=”1.5em” input_textarea_select_text_color=”#808080″ date_field_text_color=”#808080″ placeholder_text_color=”#808080″ file_font_size=”14px” custom_button_one=”on” button_one_text_color=”#FFFFFF” button_one_bg_color=”#ef4f51″ button_one_border_color=”RGBA(255,255,255,0)” button_one_border_radius=”49px” custom_margin=”-20px||0px||false|false” custom_padding=”0px||0px||false|false” border_radii_image=”on|10px|10px|10px|10px” border_width_bottom_image=”1px” border_color_bottom_image=”#f27a46″ global_colors_info=”{}”][\/dsm_contact_form_7][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”End Section” module_id=”NewsletterSubscribe” _builder_version=”4.16″ _module_preset=”default” background_color=”#FC7B47″ custom_padding=”50px||50px||true|false” da_disable_devices=”off|off|off” locked=”off” global_colors_info=”{%22gcid-f7104d74-35c5-4a3a-957e-98b4d8f18b29%22:%91%93,%22gcid-fe149f28-d17b-41e3-8ffd-3f280d8cfa3f%22:%91%93,%22gcid-72e3932b-e1d8-468d-8e45-4471baa12e48%22:%91%93}” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.16″ _module_preset=”default” custom_margin=”||0px||false|false” custom_padding=”0px||0px||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” pac_dcm_carousel_specific_module_num=”0″ global_colors_info=”{}”][et_pb_text _builder_version=”4.16″ _module_preset=”default” text_text_color=”#FFFFFF” text_font_size=”16px” header_font=”|600|||||||” header_5_font=”|600|||||||” header_5_text_color=”#D62125″ header_5_font_size=”17px” custom_margin=”||18px||false|false” custom_padding=”||0px||false|false” global_colors_info=”{}”]<\/p>\n

      Want to know more about IDS Next?<\/p>\n

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      Associate Customer Success Sri LankaABOUT USJoin IDS Next, one of the world\u2019s leading hospitality technology companies, shaping the digital transformation of the industry. Be part of a team that\u2019s redefining hospitality with AI-ready SaaS solutions designed to empower hotels, restaurants, wellness, and banquet operations across Africa, the Middle East, South Asia, Southeast Asia, and the Pacific Rim.RESPONSIBILITIES Record and classify received incidents and undertake an immediate effort in order to resolve the issue. Log all Incident\/Service Request details, allocating categorization and prioritisation codes. Keep users informed about their Incidents’ status at agreed intervals. Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors…). Provide first-line investigation and diagnosis of all Incidents and Service Requests. Verify resolution with users and resolve Incidents in Salesforce (CRM). Escalate Major Incidents to the Level 2 support. Escalate Incidents at risk of breaching the Service Level Agreement to the Level 2 support or manager. Owns all Incidents and Service Requests throughout their lifecycle. SKILLS A Bachelor\u2019s degree or diploma in Hospitality Management, IT or a related field. 1+ years of experience in a customer-facing role, preferably in the hospitality or IT industry. Proficiency in Information Technology is highly preferred. 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