Support Specialist
Northcott Hospitality - AmericInn - Chanhassen, MN

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Position Scope:

The AmericInn corporate Service Desk is the face of the franchise, providing a single point of contact for its Franchisees, Hotel General Managers, loyalty members, and guests. The Support Specialist will be responsible for leading support efforts for all of AmericInn corporate services to AmericInn Hotels. The incumbent will be expected to have excellent customer service skills and must be a skilled communicator by providing clear documentation of work being done, along with communicating updates to franchisees, guests, and management. This position will provide tier 2 support for all AmericInn’s technology systems, along with providing support for all other corporate provided services; which includes (but not limited to) Guest Relations and Easy Reward services. This position will also be required to provide after hour support through our on-call schedule.

Responsibilities include the following. Other duties may be assigned:

  • Exceptional Service - Provide excellent customer service over the phone, web, and email
  • Technology Leader – Provide desktop support. Network troubleshooting. Remote connectivity. Install applications. Smart phone support. Stage and Deploy Servers
  • Problem Resolution – track trends in service requests and minimize the number of repeated problems that are reported
  • Innovate - Identify and recommend efficiency and workflow improvements along with researching new technologies to help improve service
  • Be a Mentor - Mentor less experienced team members in terms of technical knowledge, customer handling, and overall services supported
  • Be an Expert - Provide subject matter expertise in OperaXpress Rate Strategy/Yield Management functionality and expert in how AmericInn has customized and utilizes OperaXpress
  • Share your Knowledge - Ensure the Knowledge Management System is up to date and has the necessary information for the Service Desk to support its customers
  • Build Relationships – Work with other AmericInn staff and vendors to determine ways to improve our services and support.
  • Stay Current - Review and update support documents on a regular basis
  • Multifunctional - Not only support IT services but provide support for Marketing, Design, Construction, and other corporate services we provide

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must enjoy helping people and working in a team setting
  • Excellent written and verbal communication
  • Ability to communicate with multiple levels of staff within the organization
  • Ability to learn quickly and work independently
  • Ability to diffuse conflict
  • Professional attitude and appearance
  • Lift objects weighing up to 50 pounds and provide own transportation to travel to hotel properties

Education and/or Experience

  • Bachelor's degree in computer science from an accredited college or university, or an equivalent combination of education and/or experience
  • 3+ years (recent) of technical support experience in Service Desk environment
  • Experience with a Customer Relationship Management tools such as SalesForce, Remedy, or Oracle
  • Advanced knowledge of IT services supported – Server backup, computer networking, and desktop management
  • Extensive experience with Windows XP, Windows 7, Server 2003/2008 and Office 2010
  • Experience supporting Active Directory and Exchange
  • Experience with TCP/IP network troubleshooting and VoIP
  • Citrix XenApp/XenDesktop support experience preferred

Desired Qualifications/Abilities

  • Experience in the Hospitality Industry
  • ITIL or HDI certifications
  • Microsoft certification
  • Experience with Opera Property Management System

BENEFITS

  • Health, dental and life insurance
  • 401(k)
  • Bonus opportunities
  • Paid vacations and holidays
  • 65% off at local Houlihans restaurants
  • 65% off at participating Perkins restaurants
  • Employee discount at participating AmericInn Hotels

Northcott Hospitality builds, develops, and operates successful restaurant and lodging concepts throughout the United States. With its roots as owner and developer of the popular Perkins brand, the privately held Minnesota-based company’s holdings today include the AmericInn chain with more than 250 locations open and under development, and Perkins and Houlihan’s restaurants throughout the country.


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