CEP Technical Services Specialist

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 6,000 properties worldwide. With our proven track record, we have both disrupted the industry and changed the face of hotel operations management, becoming the premiere cloud-based PMS solution for value, scalability, and mobility through industry-leading onboarding, training, and service. As a company that relies heavily on continuing innovation, we always need the help of highly-qualified and motivated individuals who want to help move us to the next level. The Customer Experience Professional, Technical Services role has the primary responsibility of creating a positive experience to all internal and external customers while delivering technical services, support and training. Associates in this role are the face of SkyTouch and thereby will have a direct impact to the strategic direction where we create a distinct advantage through unparalleled customer engagement. Associates in this role will be instrumental in the development of knowledge to be used for all associates in delivering a positive customer experience.

Customer Support Rep  – Cloud Solutions

CEP Technical Services Specialist Level 2

SkyTouch Technology

Phoenix, AZ

THIS IS A SHIFT POSITION IN A 24/7 SUPPORT CENTER. CANDIDATES SHOULD BE AVAILABLE FOR DAYS/NIGHTS/WEEKENDS AS NECESSARY.

PRIMARY DUTIES AND ACCOUNTABILITIES       

• Use critical thinking skills to make the real time decisions required to keep internal and external 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, but not limited to, the Tier 1 Support team, System Implementers, System Trainers and Sales Executives.              
• Intensely focus to restore services as quickly as possible for application and business service outages and then work to identify the root-cause as quickly as possible 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 are clearly documented and all interactions with any customer is performed in a helpful and professional manner bringing forward a positive customer experience.                    
• Monitor and appropriately action all escalation's outside of the Service Desk swiftly, proactively, and with the appropriate sense of urgency; all to the satisfaction of the customer.                       
• Proactively direct customers to self-help while appropriately auctioning any customer training needs taken toward resolution.  
• Investigates, analyzes, and researches low to moderately complex application and distributed system problems through discovery, replication, or troubleshooting.
• Uses troubleshooting tools and techniques such as reviewing log files, querying databases, executing    scripts, analyzing system-to-system data flows, and referencing documentation.
• Collaborates with business partners and other support teams.       

EDUCATIONAL BACKGROUND/EXPERIENCE, SKILLS AND ABILITIES

Education/Experience/Knowledge

• Experience in customer service or support desk environment.
• 1+ years of experience troubleshooting software and hardware; prefer experience with multiple software programs.
• Strong understanding of IT Service Management principles such as Incident Management, Change Management, and SLAs.
• Experience with IT Service Management/ticketing systems such as My Service, Service Now, Heat, HP Service Center to create, track and resolve service requests and incidents.
• Experience in the hotel industry is highly desirable.
• Experience in a large IT organization is a plus.

Skills

• Excellent verbal, written, and listening communication skills.

• Excellent telephone etiquette.
• Attentive to details.
• Proficient in Windows, and in the use of MS Office applications such as Outlook and Excel.
• Robust troubleshooting skills.
• Resourceful in seeking information.
• Acts with a sense of urgency.
• Friendly and approachable personality with a positive attitude.
• Maintains poise and professionalism under pressure.

Abilities

• Must be able to work days/nights/weekends/holidays as necessary.
• Ability to make critical decisions.
• Ability to follow up with customers on outstanding issues in a timely manner.
• Ability to follow directions and perform research.
• Ability to work independently and without direct supervision.
• Ability to learn and adapt to change.
• Ability to manage multiple projects simultaneously and work in high-pressure situations.
• Ability to work under pressure and/or for extended hours.
• Ability to prioritize and quickly resolve technical issues.
• Passion for contributing to a growing knowledge network that improves the effectiveness of the team.
• Ability to model Choice Hotels’ Values & Performance Principles of collaboration, performance excellence, sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect.

Preferences

• Hotel Front office/training experience preferred.
• Bi-lingual Spanish preferred.
• Experience using trouble ticket software such as Salesforce.
• 2 years of progressive post-high school education at a college or university leading to a degree.
• Technical training experience.
• Experience working in a call center is highly preferred.
• Experience in Property Systems, accounting, management, or hotel operations or equivalent technology services and support.
• Experience with Windows OS, Microsoft SQL Server.
• Amazon Web Services.
• Programming language such as Java, C++, C#.
• Writing SQL queries (MS SQL Server, PostgreSQL, Informix, DynamoDB).
• JSON/XML