Technical Services Professional

3 weeks ago


Scottsdale, Arizona, United States Choice Hotels Full time
About the Role

We are seeking a highly skilled Technical Services Specialist to join our Customer Service department. As a Technical Services Specialist, you will play a critical role in providing exceptional customer service and technical support to our internal and external customers.

Key Responsibilities
  • Use critical thinking skills to make real-time decisions to keep customers operating at a profitable and efficient level.
  • Take ownership of and respond to all incoming requests for service through phone or incident tracking system within published team SLAs.
  • Provide knowledge and escalation point for all customers, including Tier 1 Support team, System Implementers, System Trainers, and Sales Executives.
  • Focus on restoring services as quickly as possible for application and business service outages and then work to identify the root cause using critical thinking and system/software troubleshooting skills.
  • Manage all incidents from creation to resolution, per incident management processes, where tracking of all actions by all participants is clearly documented and all interactions with any customer are performed in a helpful and professional manner bringing forward a positive customer experience.
  • Monitor and appropriately action all escalations outside of the Service Desk swiftly, proactively, and with the appropriate sense of urgency; all to the satisfaction of the customer.
Requirements
  • 1+ years' experience troubleshooting software and hardware.
  • Ability to work days/nights/weekends as necessary.
  • Proficient in Windows and MS Office applications.
  • Excellent customer service skills.
  • Experience using trouble ticket software such as Remedy.
About Choice Hotels

SkyTouch Technology is an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry. Over the last 10+ years, our PMS software, SkyTouch Hotel OS, has been successfully implemented in over 6,500 properties worldwide.

We are focused on safety and wellness in our offices, and as such, as a SkyTouch associate, you will be required to disclose your COVID-19 vaccination status and provide a copy of your vaccination card.

If you are not vaccinated or elect not to disclose your status, we will require a weekly negative COVID-19 test when working in the office.

We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.

We are committed to our cultural values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious, and Show Integrity.



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