Technical Support
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
Key Skills :
Company Profile
is a fully integrated suite of hospitality products, which power both property and central reservation management for individual hotels, large hotel chains, and everything in between.
Telephonic Interview Available
- Telephonic interview are scheduled for this job opening.
- Interested Candidates are requested to apply and get recruiter contact number for telephonic interview.
- Candidates can call recruiter on given contact to start telephonic interview during working hours.