Client Support Representative - Level 1 - Hospitality Management Software

Valsoft Corporation; Clearwater (FL); Hybrid; USD 40,000 - 60,000; Full time

Job summary

A leading company in hospitality management software is seeking a Client Support Representative Level 1 to join their team. The successful candidate will provide technical support, manage client cases, and ensure high customer satisfaction. Ideal candidates will have experience in hotel operations and strong troubleshooting skills.

Qualifications

• At least 2+ years experience in Hotel Front Desk Operations or Front Office Management.
• Experience with roomMaster software is a plus.
• Knowledge of Windows OS and basic networking.

Responsibilities

• Provide front-line technical support.
• Identify and diagnose client issues.
• Manage incident resolution and communicate effectively.

Skills

Troubleshooting

Technical Support

Communication

Multi-tasking

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 is highly desirable!

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 reach, help more than 5,500 properties in over 100 countries manage more than 450,000 hotel rooms daily!

The Client Support Representative will provide support for all InnQuest products, managing cases and solutions to ensure high customer satisfaction. The role requires diagnosing client issues and articulating solutions effectively via phone, email, and chat. Hotel management experience is preferred.

About InnQuest Software: Founded in 1994, InnQuest developed the hotel management software roomMaster, used globally by over 5,500 clients. The software offers an all-in-one solution, including a booking engine and channel manager linked to Expedia and Booking.com. Our headquarters is in Clearwater, Florida, with international offices and resellers worldwide.

InnQuest was acquired by Valsoft and operates under the Aspire Software portfolio, part of Valsoft Corp, which manages a global portfolio of software companies providing mission-critical solutions across various sectors.

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

Daily Responsibilities:

1. Provide front-line technical support
2. Answer inbound calls, emails, and chats
3. Identify and diagnose client issues
4. Resolve issues, aiming for first-call resolution
5. Log issues and follow up on unresolved cases
6. Respond promptly to user-reported issues and infrastructure alerts
7. Manage incident resolution and communicate effectively
8. Conduct root cause analysis and implement corrective actions
9. Coordinate with external vendors
10. Review and verify production changes
11. Participate in technology events and recovery procedures
12. Utilize tools to improve efficiency
13. Participate in shift rotations

Candidate Profile:

• At least 2+ years experience in Hotel Front Desk Operations or Front Office Management
• Experience with roomMaster software is a plus
• Strong troubleshooting skills and technical support background
• Knowledge of Windows OS and basic networking
• Technical certifications are advantageous
• Understanding of hotel front desk and back-office operations
• Team-oriented, proactive, and self-motivated
• Excellent multi-tasking and communication skills
• Fluent in English, both written and verbal
• Legally authorized to work in Canada

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

We appreciate all applicants; only those selected for an interview will be contacted.