Client Support Representative - Level 1 - Hospitality Management Softwar

Valsoft Corp; Canada; Remote; CAD 45,000 - 60,000; Full time

Job summary

A leading company in hospitality management software is hiring a Client Support Representative for their North American team. This remote role requires at least 2 years of hotel front desk experience, with a focus on providing technical support and ensuring high customer satisfaction. The ideal candidate will have strong communication skills and the ability to resolve client issues effectively.

Qualifications

• Minimum 2+ years experience in Hotel Front Desk Operations or Front Office Management.
• RoomMaster experience is highly advantageous.
• Knowledge of Windows OS and networking.

Responsibilities

• Provide front-line technical support and diagnose client issues.
• Communicate solutions via telephone, email, and chat.
• Log issues and conduct root cause analysis.

Skills

Technical Support

Troubleshooting

Communication

Multitasking

Job description

Client Support Representative Level 1 – North America

We are hiring at InnQuest Software for a Customer Support Representative to join our growing Hospitality Management Software team in North America!

The successful candidate must have at least 2+ years of experience in Hotel Front Desk Operations or Hotel Front Office Management. RoomMaster hospitality management software experience would be ideal!

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 daily!

The Client Support Representative will provide support for all InnQuest products, facilitating case management and solutions. This position is crucial for high customer satisfaction among InnQuest clients. A successful candidate must be able to assess and diagnose client issues, as well as effectively communicate solutions via telephone, email, and chat. Hotel management experience is preferred.

About InnQuest Software: Founded in 1994, InnQuest believes guests deserve an excellent hospitality experience, and hoteliers deserve a management system that maximizes this experience. Our flagship product, roomMaster, is used in over 100 countries by over 5,500 clients. Developed by hoteliers for hoteliers, it is praised for its intuitive performance and ease of use. The software includes a booking engine with a channel manager linked to Expedia and Booking.com. Our main office is in Clearwater, Florida, with international offices and resellers worldwide.

InnQuest was acquired by Valsoft and operates under the Aspire Software portfolio, delivering mission-critical solutions across multiple verticals with industry best practices.

This role can be based anywhere in Canada with a remote work model.

What your day will look like:

1. Front-line Technical Support
2. Answer inbound calls
3. Respond to emails and chats
4. Identify client issues
5. Diagnose and resolve issues, aiming for first-call resolution
6. Log issues and follow up
7. Monitor and respond to reported issues and infrastructure alerts
8. Manage incidents and communicate effectively
9. Conduct root cause analysis and implement corrective measures
10. Coordinate with external vendors
11. Review and verify production changes
12. Participate in technology events and tests
13. Utilize tools to improve efficiency
14. Participate in shift rotations

About You:

• Minimum 2+ years experience in Hotel Front Desk Operations or Front Office Management
• RoomMaster experience is highly advantageous
• Experience in technical support and troubleshooting
• Knowledge of Windows OS and networking
• Technical certifications are a plus
• Understanding of hotel front desk and back-office operations
• Team player with initiative and self-motivation
• Ability to multitask effectively
• Assertive with tact and diplomacy in resolving issues
• Excellent communication skills, both verbal and written
• Fluent in English
• Legally authorized to work in Canada

For more information about InnQuest Software, visit: www.innquest.com

We thank all applicants for their interest; only those selected for an interview will be contacted.