Tier 1 Tech Support
Local hospitality cloud-solutions organization is seeking to add a Client Support and Satisfaction Associate to their team to handle tier 1 support.
Works with customers to resolve support issues, supply credentials and provide training if needed. Also works with hotels that have been on-boarded to obtain missing data, incorrect data or incorrect file formats once they have been on-boarded.
Analyzes information to identify trends and determine root causes.
Conducts surveys and phone calls to check for and ensure customer adoption of solution.SKILLS
Technical knowledge of processes such as converting PDFs to other formats, running automation steps manually, Google filters, synching Google drives, task manager and windows task scheduler, directory manager or FTP utilities.
MS Office products, particularly advanced Excel skills.
Strong analytical, troubleshooting and problem-solving skills to solve detailed, intricate and complex challenges.
Empathic approach when handling emails and phone calls.
Outstanding communication and customer service skills.
Exceptional attention to detail.
Demonstrable results orientation.
Proven ability to work independently while making sound judgment calls.
Proven ability to prioritize urgent matters and juggle multiple activities to meet internal and client deadlines with superior quality.
Associates degree in technology field or applicable experience required.
Experience with xml and csv files.
Experience in data analysis, including interrupting log files.
Understanding of programming concepts, including databases.
Project management experience.
Proficient in 1 or more scripting languages.
Experience in Internet technologies.
Experience with SQL queries a plus.