GuestTek Interactive Entertainment Ltd.

• Taking calls from Hotel Guests and Hotel Staff Members. • Adhering to company policy on attendance and use of phone status buttons. • Addressing questions and concerns reported by callers. • Using internal software to create tickets according to Company standards and procedures. • Resolving tickets according to company policies. • Properly escalating tickets per company policy. • When requested, handling e-mail communication with the clients. • Provide exceptional customer service to callers. • Representing the company, showing a positive image to callers. • Following policies and procedures provided during training or supplied by Managers. • Meeting or exceeding the expected performance standards. • Working well with other GuestTek employees. • Attending additional training programs that will be provided and organized by the Company. • Other related duties as assigned.

• Creating, Updating, Resolving or Escalating incidents according to company policies and SLAs. • Working with various GuestTek departments on escalations through resolution. • Configuring Firewalls, Wireless Lan Controllers and Switches to maximize network efficiency and security. • Maximizing network performance through ongoing monitoring and troubleshooting. • Investigating faults in the network. • Reviewing release notes and updating network equipment to the latest firmware releases when required. • Thinking outside of the box to quickly come up with solutions to complex network issues. • Communicating with clients and client facing departments for escalated issues. • Adhere to current company policies and procedures. • Working with the team to ensure incidents and calls are addressed within SLAs. • Train team when required. • Involvement in the NPI process when required. • Other related duties as assigned by Global Services Management Team. • Devise technical training programs according to organizational requirements. • Determine course content according to objectives. • Produce training schedules, classroom agenda and prepare training material (presentations, worksheets etc.). • Execute training sessions, webinars, workshops etc. in groups or individually (existing agent or new starters onboarding). • Observe and evaluate results of training programs. • Evaluate technical employees and identify weaknesses and identify technical training needs. • Participate in the recruiting process by preparing the needed technical tests for the candidates. • Post the training class, to track employee success and progress. • Work with internal teams to create and regularly update product manuals and knowledge articles with screenshots and tutorials, as per the requirement.