Hospitality Tech Support Specialist - Tier 2 (Level 1)

SONIFI Solutions, Inc.; Sioux Falls (SD); Presencial; USD 52.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

401(k) with employer match

Paid time off

Flexible work arrangements

Professional development opportunities

Pet insurance

On-demand pay

Descripción de la vacante

SONIFI Solutions, Inc. in Sioux Falls, SD, is seeking a Technical Support Tier 2 – Level 1 to join our on-site TAC team.

You will be the first-line technical resource handling phone and email support for hospitality technology systems, guiding customers through troubleshooting and issue resolution. This full-time role emphasizes hands-on problem solving, documenting interactions in Salesforce, and maintaining composure in a fast-paced call-center environment, potentially including nights or

Formación

• Provide phone and email technical support to SONIFI’s hospitality technology systems.
• Troubleshoot remote technical issues involving hardware/software, networks, and portals.
• Document customer interactions and troubleshooting activity in Salesforce.

Responsabilidades

• Provide phone and email technical support for SONIFI’s hospitality technology systems.
• Troubleshoot and resolve remote technical issues involving system software and hardware, customer portals and remote-access tools, internet connectivity and Wi‑Fi networks, and MATV/video delivery systems.
• Document customer interactions, troubleshooting activity, and case information accurately in Salesforce while assisting with data gathering and reporting.
• Identify recurring issues and communicate opportunities to improve processes, systems, or the customer support experience.
• Follow established troubleshooting procedures and communicate clearly with customers throughout the support process.
• Maintain a 24/7 support environment and work an assigned fixed or rotating schedule, including nights/weekends/holidays as needed.
• Remain composed, organized, and customer-focused while managing multiple priorities in a call-center environment.

Conocimientos

Phone support

Email support

Troubleshooting

Customer service

Salesforce

Herramientas

Salesforce

Remote access tools

Diagnostic tools

Descripción del empleo

SONIFI Solutions, Inc. in Sioux Falls, SD, is seeking a Technical Support Tier 2 – Level 1 to join our on-site TAC team.

You will be the first-line technical resource handling phone and email support for hospitality technology systems, guiding customers through troubleshooting and issue resolution. This full-time role emphasizes hands-on problem solving, documenting interactions in Salesforce, and maintaining composure in a fast-paced call-center environment, potentially including nights or