Job Description

InnQuest Software is a leading solutions provider for the hospitality industry with offices in the United States, Australia, Canada and the UK. 

Our technology and services leadership, combined with hospitality expertise and global scale help more than 5500 properties in over 100 countries manage more than 450,000 hotel rooms every day! 

The Client Support Representative will provide First level support of InnQuest products, facilitating case management and solutions. This position is crucial to high customer satisfaction among InnQuest clients. 

Essential Functions 

·         Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution. 

·         Manage proactive ready-for-business checks, identify and fix gaps, and respond promptly to failures. 

·         Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution. 

·         Facilitate root cause investigations and manage the implementation of corrective and preventative measures. 

·         Liaise with external technology vendors to coordinate changes and resolve issues. 

·         Review, execute, and verify production changes in strict accordance with procedures defined in change documents. 

·         Take an active role in planned technology events, i.e. business continuity tests, ensuring recovery procedures are accurate and complete. 

·         Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies. 

·         Participate in off-hours pager rotation. 

Knowledge, Skills, and Abilities 

·         Understanding of hotel front desk and back office operations. 

·         Team player. 

·         Ability to pick up new concepts easily with an initiative to learn and self-motivated. 

·         Ability to multi-task effectively. 

·         Assertive and able to resolve client issues with tact and diplomacy. 

·         Excellent communication skills required: 

·         Verbally communicate clearly 

·         Write clearly with excellent grammar and spelling, in style appropriate for business communication 

·         Clarify problems or issues 

·         Good listening skills 

·         Professional and courteous 

·         Positive attitude 

Education and Experience 

·         3+ Experience in Technical support and troubleshooting skills 

·         Knowledge of Windows operating systems and basic networking concepts 

·         Technical certification a plus 

·         Hospitality experience is a plus 

Company Profile