Client Support Representative (100% Remote)

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 InnQuest products, facilitating case management and solutions. This position is crucial to high customer satisfaction among InnQuest clients. 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. 
Essential Functions
Hotel Management experience is preferred for this position.

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

Knowledge, Skills, And Abilities

• Assertive and able to resolve client issues with tact and diplomacy
• Verbally communicate clearly
• Write clearly with excellent grammar and spelling, in style appropriate for business communication
• Positive attitude
• Clarify problems or issues
• Ability to multi-task effectively while working on multiple projects and with multiple clients
• Professional and courteous
• Excellent communication skills required:
• Team player
• Understanding of hotel front desk and back-office operations
• Ability to pick up new concepts easily with an initiative to learn and is self-motivated
• Good listening skills

Education And Experience

• 1+ Experience in Technical support and strong troubleshooting skills
• Technical certification is a plus
• High level of knowledge of Windows operating systems and basic networking concepts
• Minimum 2+ years in Hospitality management or supervision of hotel front desk or back office environment experience