Technical Support Specialist

6 days ago

Markham, Canada Maestro PMS Full time

Are you a tech-savvy individual who is always up to date with the latest technology? Do you thrive in a fast-paced environment where no two days are the same?

If this sounds like you, we are interested in hearing how you can add your talents to our growing team

The Technical Support Specialist is a Hybrid position in the office 50% and working from home 50% responsible for troubleshooting and resolving Information Technology (IT) Helpdesk tickets, including desktop hardware, software, operating system, network connectivity issues, and to provide end-user support and assistance with the overall use of computerized systems.

**About Us**

Northwind is an established, leading provider of Hotel and Resort Property Management Software Solutions to the Independent Full-Service Hospitality marketplace. Our clients are boutique hotels, destination resorts and multi-property groups.

Since 1978, our ability to deliver superior technology and unparalleled support has helped empower hundreds of hotels and resorts internationally to increase operational efficiency improve guest service and maximize revenue.

Our Maestro PMS Cloud and Windows offerings are recognized amongst the best in the industry and we continue to develop new ideas and products to bring value to our current clients and stay competitive to attract new ones. Northwind is a well-established profitable company that is looking for aggressive growth. Self-motivation and attention to clients’ needs will ensure your success.

**Key Responsibilities**
- Respond to technical enquiries, problem diagnosis and resolution
- Assign customer reported problems to team members and oversee their follow-up
- Participate in the on-call schedule to provide afterhours customer support
- Ensure all support calls are managed in an efficient and timely manner
- Deliver an exceptional level of IT support to all clients and internal teams
- Provide regular and proper communication to customers throughout the resolution process

**Qualifications**
- Operations or technical experience in a hospitality industry is required
- Basic to advance working knowledge of any Property Management System (PMS)
- Excellent communication/written skills
- Exceptional organizational and multitasking skills
- Ability to understand technical issues and articulate industry operational/technical solutions
- Working knowledge of MSSQL, database queries, Crystal Reports/SQL or any report writing tools; XML, HTML, CSS, operating systems such as Windows 2016 or higher
- Ability to diagnose, support and implement 3rd party system interfaces is an asset
- Ability to work independently and in a team dynamic
- Ability to do shift work including weekends
- Infrequent travel may be required when supporting our clients on-site

**Desired Skills**
- Experience in end user support in a help-desk environment, preferably in a call center
- knowledge in Booking Engine, GDS/OTAs and/or Revenue Management systems a plus
- Knowledge of Hotel Night Audit, Hotel Accounting, Hotel Sales and Catering and/or Spa

**Salary Range**

Competitive salary plus bonuses and profit sharing $48k + bonus and Benefits. Hybrid 50%

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