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Client Support Representation

2 months ago

Ottawa, Canada Valsoft Full time

**Client Support Representative - Level 1 - Remote - North America**

**We are hiring at InnQuest Software for a Client Support Representative - Level - 1 to join our growing team in 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

**Hotel Management experience is preferred for this position.**

InnQuest's office is in Tampa, Florida, with international offices in Australia, Canada, and the United Kingdom with resellers in the Caribbean, Fiji, New Zealand, Cambodia, Malaysia and South Africa.

**What your day will look like**:

- Front-line technical support
- Answer inbound calls to support department
- 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
- Minimum 2+ years in Hospitality management or supervision of hotel front desk or back-office environment experience
- 1+ Experience in Technical support and 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

**About You**:

- Minimum 2+ years in Hospitality management or supervision of hotel front desk or back-office environment experience
- 1+ Experience in Technical support and 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
- Must be legally authorized to work in Canada or the United States

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