Client Support Representative Level 1 North America
InnQuest Software is a leading solutions provider for the hospitality industry with offices in the United States, Australia, Canada and the UK. Our technology and services leadership, combined with hospitality expertise and global scale help more than 5500 properties in over 100 countries manage more than 450,000 hotel rooms every day!
The Client Support Representative will provide support for all InnQuestproducts, facilitating case management and solutions. This position is crucial to high customer satisfaction among InnQuestclients. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone, e-mail and chat.
Hotel Management experience is preferred for this position.
Essential Functions
-Front-line technical support
-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
