Offer summary

Qualifications:

Minimum 2+ years experience in Front Desk Operations or Hotel Front Office Management., Experience with roomMaster hospitality management software is highly advantageous., Strong troubleshooting skills and experience in technical support are required., Excellent communication skills in English, both written and verbal, are essential..

Key responsabilities:

Provide front-line technical support via phone, email, and chat.

Identify, research, diagnose, and resolve client issues, aiming for first-call resolution.

Log client issues and follow up on unresolved matters, ensuring efficient incident management.

Liaise with external technology vendors to coordinate changes and resolve issues.

Job description

We are hiring at InnQuest Software for a Customer Support Representative to join our growing Hospitality Management Software team in North America!

The successful candidate must have at least 2+ years experience in Front Desk Operations or Hotel Front Office Management! roomMaster hospitality management software product experience would be ideal!

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 daily! 

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.  Hotel Management experience is preferred for this position.

Here is a little window into our company: InnQuest Software was founded in 1994 with a belief that guests deserve an excellent hospitality experience, and hoteliers deserve a management system that would allow them to maximize the guest experience and property. InnQuest’s popular hotel management software, roomMaster, is used in over 100 countries and by over 5,500 clients worldwide. The software was developed by hoteliers for hoteliers and has been widely praised for its intuitive performance and ease of use. roomMaster provides every software management product a hotel needs in one simple turnkey solution, including a booking engine with a channel manager linked to Expedia and Booking.com. InnQuest’s office is in Clearwater, Florida, with international offices in Australia, Canada, and the United Kingdom with resellers in the Caribbean, Fiji, New Zealand, Cambodia, Malaysia, and South Africa.

InnQuest Software was acquired by Valsoft and now operates under the Aspire Software portfolio. Aspire Software, the operational arm of Valsoft Corp, operates and manages Valsoft’s global portfolio of wholly owned software companies, providing mission-critical solutions across multiple verticals. By implementing industry best practices, Aspire delivers a time-sensitive integration process, and the operation of a decentralized model has allowed it to become a hub for creating rapid growth by reinvesting in its portfolio.

The successful candidate can be based anywhere in the US, working in a remote work model!

What your day will look like:

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

About You:

Minimum 2+ years experience in Front Desk Operations or Hotel and Front Office Management is essential
roomMaster hospitality management software product experience would be highly advantageous
Experience in technical support and/or strong troubleshooting skills
High level of knowledge of Windows operating systems and basic networking concepts 
Technical certification is a plus 
Understanding of hotel front desk and back-office operations 
Team player
Ability to pick up new concepts easily with an initiative to learn and is self-motivated 
Ability to multi-task effectively while working on multiple projects and with multiple clients
Assertive and able to resolve client issues with tact and diplomacy 
Excellent communication skills required
Verbally communicate clearly 
Write clearly with excellent grammar and spelling in a style appropriate for business communication 
Clarify problems or issues 
Good listening skills 
Professional and courteous 
Positive attitude 
Fluent in English, both written and verbal, is essential
Legally authorized to work in the United States or Canada is essential