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Senior Technical Support Specialist - Hotel SaaS
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Job Description
- Req#: 3500533
Employer Industry: Hospitality Technology
Why consider this job opportunity:
- Salary up to $95,000 annually
- 22 days of paid time off plus 11 company-paid holidays
- Comprehensive medical, dental, and vision insurance
- 401(k) with a 5% company match
- Flexible work environment that supports work-life balance
- Opportunities for career advancement and personal development
What to Expect (Job Responsibilities):
- Ensure quality processes and customer satisfaction on all technical support interactions
- Lead advanced troubleshooting of escalated and complex technical issues
- Mentor and provide guidance to junior support team members
- Develop and improve technical support processes and procedures
- Educate customers on products and available training resources
What is Required (Qualifications):
- 5-7 years of Customer Service and Technical Support experience, preferably in the Hospitality Industry
- Advanced Support/Help Desk or Technical Issue Resolution experience
- Proven experience mentoring junior team members or training colleagues
- Proficiency in Microsoft Word, Excel, Outlook, and CRM utilization
- Willingness to be available for after-hours technical issue resolutions
How to Stand Out (Preferred Qualifications):
- Experience with Salesforce Service Cloud and Intercom
- Knowledge of SHR Central Reservation System (CRS), hotel Customer Relationship Management (CRM), or Revenue Management System (RMS)
- Proven ability to identify root causes and resolve complex technical issues
- Strong communication skills, capable of explaining technical information to non-technical users
- Process improvement mindset with the ability to document technical procedures
#HospitalityTechnology #TechnicalSupport #CareerOpportunity #CompetitivePay #FlexibleWorkEnvironment
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