innRoad is the only Software-as-a-Service (SaaS) hotel software solution that seamlessly integrates property management, global distribution, bookings and marketingall on a single, easy-to-use platform designed exclusively for independent hoteliers, small hotel chains and hotel management companies. We are a fast growing Internet Startup with over 200 global clients in the hospitality sector. We have been in business for over three years and coming off a recent round of angel financing, we are looking to add exceptional talent to our team in new york , NY.
Job Title: Customer Support Specialist
This position serves as a primary interface with customers, to provide end-user support for all innRoad products. As a member of the Support Team, the Client Support Analyst maintains customer profile records tracking custom modifications, unique environments, and special configurations. Using these profiles, this position researches end-user problems, and works closely with the customer to bring issues to closure in an efficient and timely manner.
By providing high quality end-user support, 24 hours a day, 7 days a week, members of the Customer Support Team build strong customer relationships through a commitment to customer satisfaction.
Essential Duties and Responsibilities
Responds to support requests and works in coordination with other support staff ensuring timely resolution of user issues. Captures and communicates customer feedback to appropriate internal groups. Tracks and manages tasks to ensure timelines are met. Sense of urgency is key Provides guidance to clients and project team on best practices and recommended solutions to meet client requirements. Tracks issues and resolutions throughout the support process. Keeps both internal and external stakeholders well informed of the project status and any potential risks or agreed upon changes to the established plans. Develops solutions and resolves scheduling conflicts while under high-pressure situations with tight time frames, with assistance from other team members as needed. Contributes to the sharing of knowledge, documenting best practices derived from customer support to other internal groups. Participates in identifying best practices and recommended and/or possible solutions to meet client requirements with other team members. Contributes to the development and maintenance of client facing documentation for new client implementations.
Assists other team members with projects and tasks (on an as-needed basis). Provides assistance to the Support team. Provides assistance to the Sales team in pre-sales activities. Provide consistent and useful feedback on system improvements Working hours would need to cover 11:00am to 8:00pm EST and some weekend coverage may be required sporadically.
Bachelors degree from a four-year college or university; and two to four years of relevant experience is required.
This is not a technical position, but experience using complex software is a must.
Experience in the hospitality technology marketplace a plus. Excellent communications and analytical skills. 2 years of direct customer service experience
Other Knowledge, Skills, Abilities or Certifications
Demonstrates the ability to provide excellent Customer Service. Demonstrates a genuine willingness, interest, and ability to help internal and external clients. Comprehends complex issues and processes, and conveys them to internal and external clients in easy to understand (layman) terms. Possesses strong interpersonal skills that include negotiation, conflict resolution, written and verbal communication. Is comfortable speaking and presenting during GoToMeeting or Lync presentations. Writes clearly and concisely. Demonstrates strong organizational, planning and personal time management skills.
Required Technical Skills
Previous experience with complex software. Competency and efficiency in Microsoft Office products (i.e. Outlook, Word, Excel, PowerPoint) and Salesforce.com. Experience and knowledge of internet access, web-based application delivery preferred. Knowledge of the innCenter features and functionalities preferred. Analytical/Problem Solving Skills. Independently identifies problems and works with team members to resolve. Strong attention to detail and follow through essential. Ability to think outside the box to find creative resolutions to complex issues.
No travel required.
Please send a cover letter including salary history and requirements and resume to firstname.lastname@example.org with Client Support Analyst in the subject line.
This position is based in Southampton, NY. Relocation assistance is not provided.
Visit our website or follow @innRoad on Twitter for more information about us.
innRoad is an equal opportunity employer and committed to a diverse workforce.
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