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Client Support Representative (100% Remote)

Company

InnQuest Software
Address North York, Ontario, Canada
Employment type FULL_TIME
Salary
Category Hospitality
Expires 2023-10-05
Posted at 8 months ago
Job Description
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.
Essential Functions
Hotel Management experience is preferred for this position.
  • Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies
  • Respond to incoming e-mails and chats
  • Liaise with external technology vendors to coordinate changes and resolve issues
  • Identifying, researching, diagnosing, and resolving client issues, striving for first-call resolution whenever possible.
  • Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution
  • Answer inbound calls to support department
  • Participate in shift rotation
  • Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete
  • Review, execute, and verify production changes in strict accordance with procedures defined in change documents
  • Logging client issues and following up on unresolved issues
  • Front-line technical support
  • Monitor and respond to user-reported issues as well as infrastructure alerts or failures promptly and professionally; ensure issues are tracked through to resolution
  • Facilitate root cause investigations and manage the implementation of corrective and preventative measures
  • Identifying issues defined by clients