Client Support Representative - Level 1 - Hospitality Management Software

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Requirements:

• Minimum 2+ years experience in Hotel Front Desk Operations or Hotel Front Office Management is essential
• roomMaster hospitality management software product experience is highly advantageous
• Experience in technical support and/or strong troubleshooting skills
• High level of knowledge of Windows operating systems and basic networking concepts
• Understanding of hotel front desk and back-office operations

Responsibilities:

• Answer inbound calls to support department
• Respond to incoming e-mails and chats
• Identifying issues defined by clients
• Identifying, researching, diagnosing, and resolving client issues, striving for first-call resolution whenever possible
• Logging client issues and following up on unresolved issues
• Monitor and respond to user-reported issues as well as infrastructure alerts or failures promptly and professionally; ensure issues are tracked through to resolution
• Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures
• Liaise with external technology vendors to coordinate changes and resolve issues
• Review, execute, and verify production changes in strict accordance with procedures defined in change documents
• Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete
• Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies
• Participate in shift rotation