System Specialist - APAC

System Specialist – APAC (Hong Kong)

Agilysys has been a leader in hospitality software for more than 40 years, delivering innovative cloud-native SaaS and on-premises guest-centric technology solutions for gaming, hotels, resorts and cruise, corporate food service management, restaurants, universities, healthcare, and sports and entertainment. Agilysys offers the most comprehensive software solutions in the industry, including point-of-sale (POS), property management (PMS), inventory and procurement, payments, and related applications, to manage the entire guest journey. Agilysys is known for its leadership in hospitality, its broad product offerings, and its customer-centric service. During recent years, Agilysys has made major investments in R&D and has successfully modernized virtually all their longstanding trusted software solutions. Some of the largest hospitality companies around the world use Agilysys solutions to help improve guest loyalty, drive revenue growth, and increase operational efficiencies. Agilysys operates across the Americas, Europe, the Middle East, Africa, Asia-Pacific & ANZ and India with Global headquarters located in Alpharetta, GA.

ROLE SCOPE:

Based in Hong Kong, As an Application Support & Implementation Specialist, you will play a key role in delivering both pre- and post-sales application support as well as end-to-end project implementation. This role combines technical expertise, customer service, and project delivery skills to ensure that Agilysys solutions are successfully deployed, adopted, and optimized for client operations.

You will be responsible for providing technical support to customers, resolving system issues, and ensuring smooth installation, configuration, and maintenance of products. In addition, you will work closely with project leaders and client teams to gather requirements, configure systems, conduct training, and provide live operational coverage during implementation. The role requires strong customer focus, excellent problem-solving ability, and the capability to work both independently and as part of a collaborative team.

This position is well suited to an individual who enjoys bridging technical solutions with customer needs, thrives in dynamic project environments, and is committed to building long-term client relationships through reliable support and professional service delivery.

KEY ACCOUNTABILITIES:

Customer Service / Application & Technical Support

• Act as the first point of contact for customers, providing application and technical support across Agilysys solutions.
• Research, diagnose, and resolve software problems raised by customers, ensuring timely and accurate resolution.
• Perform system walkthroughs and guide customers through basic configuration and usage.
• Take ownership of customer escalations, maintain clear and proactive communication, and provide regular status updates until resolution.
• Participate in customer call management meetings, including post-mortem reviews, to improve support processes and outcomes.
• Develop and maintain documentation, processes, and procedures to strengthen the implementation and training services provided to customers.
• Build and sustain strong client relationships, ensuring a positive customer experience that fosters long-term partnerships.
• Other duties as required

Project Implementation

• Support the Project Implementation Lead in planning, coordination, and execution of system deployments.
• Gather and analyze site requirements, review operational design, and recommend adjustments to optimize installation preparedness.
• Configure, test, and validate system setups to maximize operational efficiency and ensure consistent performance.
• Collaborate with integration teams to schedule, test, and deliver all applicable interfaces and system components.
• Develop training materials, conduct training sessions, and provide ongoing guidance to client teams during implementation.
• Deliver live operational monitoring and “go-live” support, ensuring smooth system adoption and immediate issue resolution.
• Prepare and maintain all relevant project documentation, ensuring completeness, accuracy, and accessibility.
• Other duties as required

Teamwork & Collaboration

• Actively participate in internal team meetings, providing feedback and suggestions to improve efficiency and service delivery.
• Engage in support handover calls to ensure seamless transition of customer issues and project knowledge between teams.
• Join scheduled high-profile customer calls to provide technical insight and demonstrate customer commitment.
• Provide regular feedback to supervisors and managers on customer trends, technical challenges, and opportunities for product or process improvement.
• Other duties as required

Continuous Improvement & Other Duties

• Maintain accurate records of customer issues, resolutions, and recurring problems to contribute to product and service enhancements.
• Identify opportunities to refine processes, tools, and methodologies for greater efficiency and improved customer outcomes.
• Stay up to date with product features, system updates, and industry practices to strengthen personal expertise and team capability.
• Undertake other duties as assigned, supporting overall business objectives and customer satisfaction.
• Other duties as required

REQUIREMENTS FOR SUCCESS:

Required

• A minimum of a Diploma in an IT-related discipline, with at least 2 years of relevant working experience.
• Strong communication and interpersonal skills, with the ability to collaborate effectively as part of a team.
• A customer-focused mindset, with a proactive approach to problem-solving.
• Ability to work independently, manage priorities, and deliver results in a dynamic environment.

Preferred

• Prior experience with Point of Sale (POS) or Procurement systems, particularly within the hospitality industry.