Global Support Training and AI Specialist - POS at Shiji UAE

Katowice, Silesian Voivodeship, Poland -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

0.0

Posted On

13 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, Presentation Skills, Stakeholder Management, Problem-Solving Skills, Organizational Skills, Training Development, Technical Knowledge, AI Administration, Infrasys POS Knowledge, Feedback Collection, Continuous Improvement, Training Assessment, Documentation Skills, Collaboration Skills, Adaptability, Proactivity

Industry

Software Development

Description

Company Description Shiji is a global technology company dedicated to providing innovative solutions for the hospitality industry, ensuring seamless operations for hoteliers day and night. Built on the Shiji Platform—the only truly global hotel technology platform—Shiji’s cloud-based portfolio includes Property Management System, Point-of-Sale, guest engagement, distribution, payments, and data intelligence solutions for over 91,000 hotels worldwide, including the largest chains. The best hotels run on Shiji — day and night. Job Description Your role We are seeking a highly skilled and motivated Global Support Training and AI Specialist to join our POS Support Team. In this role, you will be responsible for developing, delivering, and managing training programs that ensure our support team is proficient in using the internal applications and tools necessary to assist our clients effectively. You will work closely with team members, identify training needs, create tailored training materials, and provide ongoing support to ensure high levels of application knowledge within the department. You will also have responsibility to work as an administrator working with the AI functionality used by support to assist in developing documentation and performing administrative tasks necessary to train the AI models to continually improve support outcomes. What you will do Training Development & Delivery: Design and conduct training sessions (both in-person and virtual) to ensure the support team is equipped to handle technical inquiries and to troubleshoot issues related to Infrasys POS and its integrations effectively. Build and deliver live online, in person, and on demand courses covering new releases, core workflows, and advanced feature adoption. Create and maintain comprehensive training materials (user guides, confluence manuals, training manuals, internal tutorials) tailored to Infrasys POS system. Partner with team leaders to run needs analyses, uncover skill gaps, and prioritize curriculum backlogs. Co-define (with team leaders) measurable performance goals for each training initiative. Develop bespoke learning modules for high value customers or pilot features, ensuring account teams can tailor guidance that drives adoption and retention. Join strategic account reviews to surface emergent training opportunities. Onboarding & Knowledge Transfer: Lead onboarding training sessions for new support team members, ensuring they are well-versed in Infrasys POS and support-specific workflows and procedures. Facilitate knowledge-sharing workshops to encourage ongoing learning and application of best practices. Assessment & Feedback: Regularly assess the team's understanding and proficiency with Infrasys POS via practical assessments and feedback sessions. Collect feedback from trainees and support team members to continuously improve training programs and materials. Design multilevel certification exams (knowledge + hand son practicum). Administer assessment platforms, and renewal/recertification policies. Report certification analytics to leadership and identify continuous improvement actions. Works closely with Support Management to flag any potential agent and/or team performance issues Support & Troubleshooting: Stay up to date with the latest Shiji software updates and new features to provide accurate and timely training. Continuous Improvement: Collaborate with product and technical teams to understand new features or changes to Infrasys POS and incorporate this information into training materials. Identify opportunities to streamline training processes, improve training efficiency, and enhance the overall learning experience for the support team. Documentation & Reporting: Maintain a training calendar, documenting all training activities, and progress for team members. Produce regular reports on the effectiveness of training programs and the team's progress in mastering internal applications. Track KPIs such as training attendance, completion rates, time to proficiency, CSAT, feature adoption lift, and revenue impact. Present quarterly insights and recommendations to senior leadership. AI Features & Functionality Administration Work with stakeholders that develop Knowledge Base Articles and Materials to ensure the content best supports training for AI models used in support tooling. Act as administrator and trainer of AI model by preforming supported and required administrative tasks within the AI tool set. Participate in the evaluation and roll out new AI support tools as required. Qualifications What we are looking for Strong communication and presentation skills with the ability to explain complex technical concepts in a simple and engaging manner. Excellent stakeholder management and communication abilities. Excellent problem-solving skills and the ability to adapt training techniques based on individual or team needs. Ability to work independently, as well as collaboratively within a team environment. Detail-oriented with strong organizational skills to manage multiple training projects simultaneously. Proficiency in Microsoft Office Suite and familiarity with Shiji support tools. You may be required to travel up to a few times in a single quarter to our Support Office locations across Europe, Asia, the Middle East, and the Americas. Travel frequency will be dependent on business/training needs of a given location. Strong hands-on application knowledge in Infrasys POS. Patient, approachable, and able to provide constructive feedback in a positive manner. Enthusiastic about helping others develop their skills and grow professionally. Proactive and able to identify gaps in training or support processes and take initiative to resolve them. Success Indicators: Time to Proficiency: New hire support reps reach SLA ready status ≤ 5 weeks post onboarding. Certification Pass Rate: ≥ 85 % first time pass rate while maintaining exam rigor. Stakeholder Satisfaction: ≥ 4.5/5 average session rating from learners and ≥ 90 % NPS from Support Management. Additional Information What benefits do we offer? Health & Safety Private medical care (Medicover) with dentists package for you and your family Group life insurance (UNUM) for you and your partner Multisport card included in the WorkSmile package Working conditions & Development Dell laptop, keyboard, mouse, wireless headphones and monitor 40h for development during work time Free access to group language lessons Udemy platform In-house workshops, training sessions or meet-ups Hybrid Work - 80% office attendance Extras you may like Worksmile cafeteria and 500 (or 310 depending on your choice of other benefits) points per month to be used in vouchers Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position) Subsidy for the purchase of glasses (300 PLN/year) Shared underground parking (can be reserved - first come, first served) Chill room with table football & PlayStation Free snacks (every day) Team building events How does the recruitment process look like? Send us your resume Choose a time that works for you for an HR Call (30 minutes) Final interview (up to 60 minutes) If it's a match - we will send you a job offer! ;) Get in touch with us today! You can apply by sending your CV by Apply Now Please don’t forget to put the clauses you accept in your resume: I agree that my personal data will be processed by Shiji Poland Sp. z o. o. in order to recruit for the position I am applying for. I agree to the processing of my personal data by Shiji Poland Sp. z o. o. for the needs of future recruitment. We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

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Responsibilities

The Global Support Training and AI Specialist will develop and manage training programs for the support team, ensuring proficiency in internal applications. They will also administer AI functionalities to improve support outcomes and documentation.