Hotel Customer Service Expert
16 hours ago
**Job Summary**
We are seeking a highly skilled Technical Support Specialist to join our team in the Hospitality Industry. As a Technical Support Specialist, you will be responsible for providing technical support to our hotel customers via email and phone. You will determine root cause of issues, resolve on the first attempt if possible, and accurately document case issues in our CRM (Salesforce.com). The estimated salary for this position is $65,000 - $85,000 per year, depending on experience.
**Responsibilities:**
- Provide technical support to hotel customers via email and phone.
- Determine root cause of issues and resolve on the first attempt if possible.
- Accurately document case issues in our CRM (Salesforce.com).
- Coordinate efforts with other support teams when necessary.
- Research existing processes using knowledge base software and available job aids.
- Utilize previous hospitality and customer services experience and the provided process flows and be able to apply that knowledge to trouble shoot issues and assist customers.
- Educate customers on the TravelClick products and training resources available.
- Identify and communicate critical issues quickly and escalate to appropriate points of contact.
- Keep up-to-date with frequently changing processes and procedures.
- Perform other duties as assigned.
**Requirements:**
We are looking for candidates with:
- Two years of Customer Service experience required, preferably in the Hospitality Industry.
- Support/ Help Desk or Issue Resolution experience required.
- Customer facing experience through live phone and email contact.
- A minimum typing speed of 35 WPM and proficiency in Microsoft Word, Excel and Outlook and CRM utilization.
- Analytical problem-solving skills with ability to identify root causes and understand complex work processes.
- Excellent communication and interpersonal skills.
- Ability to work in a fast-paced environment and prioritize tasks effectively.
- Bachelor's degree or relevant experience preferred.
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