Technical Support - HotelKey Inc

Job Description:

Description

We seek enthusiastic, customer-focused individuals to join our Customer Support

Center team as Tier 1 Agents supporting operations of our entire cloud-based suite of

property management applications and services. As a Level 1 Agent, you will be our

customer’s first point of contact, providing assistance, resolving inquiries, and ensuring

a positive customer experience. This role requires excellent communication skills, a

patient demeanor, and the ability to troubleshoot and escalate issues as needed

effectively.Tier I support will also work on quality improvement projects to continually

improve service levels. The position is a unique opportunity to support and maintain

the hospitality industry-leading suite of HotelKey products.

Responsibilities

- Answer incoming customer calls professionally and courteously.

- Listen actively to customer inquiries and provide accurate information or solutions.

- Address customer concerns, questions, and complaints, striving to achieve first-call

resolution.

- Document customer interactions accurately and comprehensively in the company’s

case management system.

- Adhere to all SLA requirements and help maintain key performance indicators.

- Follow established processes and guidelines to troubleshoot technical issues and

provide step-by-step guidance to customers.

- Escalate complex issues or unresolved inquiries to appropriate Tier 2 or supervisory

personnel.

- Stay up-to-date with product knowledge and company policies to provide accurate

and timely assistance.

- Maintain a positive and empathetic attitude towards customers, fostering a customercentric

environment.

Requirement

- Bachelor or master’s degree preferred

- Previous customer service or call center experience is a plus.

- Strong verbal communication skills and active listening abilities.

- Patience and ability to remain calm under pressure.

- Basic computer skills and familiarity with CRM and ITIL systems.

- Adaptability to changing processes and procedures.

- Ability to work collaboratively within a team.

- Strong problem-solving skills and attention to detail.

- Flexibility to work shifts, including evenings, weekends, and holidays.

- Working in the office is required to promote collaboration, hands-on learning, and

exceptional customer service.

You'll Succeed With -

- A passion for technology.

- Ability to work autonomously as a self-starter and communicate across multiple

teams and with all levels of leadership.

- Excellent written and communication skills and English fluency.

- Proven ability to work in a team environment.

- Attention to detail and ability to multitask with time sensitivity.

- Time management and organization skills.

What You Can Expect From HotelKey -

As we previously mentioned, HotelKey cares about its employees and is invested in

their growth and success. If you join HotelKey, you can expect the following benefits:

- A friendly place to work alongside fantastic people.

- A flexible work schedule in a fast-paced, high-growth company.

- Competitive compensation.

- PTO & paid holidays.

- Health insurance.

- Provident Fund