Technical Services Specialist

Choice Hotels International, Inc.; Hyde Park Township (IL); Hybrid; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a passionate Technical Services Specialist to enhance customer service in the hospitality sector. This role involves troubleshooting software and hardware issues, managing service requests, and ensuring a positive customer experience. You'll collaborate with a dynamic team in a hybrid work environment, balancing office and virtual work. Join a forward-thinking company that values innovation and customer satisfaction while providing you with the resources to excel in your career. If you thrive in a fast-paced environment and enjoy problem-solving, this opportunity is perfect for you.

Qualifications

• 1+ years of experience in troubleshooting software and hardware.
• Proficient in Windows and MS Office applications with excellent customer service skills.

Responsibilities

• Make real-time decisions to keep customers operating efficiently.
• Respond to service requests and manage incidents professionally.
• Restore services quickly and identify root causes of issues.

Skills

Troubleshooting software and hardware

Customer service skills

Windows applications

MS Office applications

Trouble ticket software (e.g., Remedy)

Job description

Technical Services Specialist

SkyTouch has an exciting new opportunity as our Technical Services Specialist in the Customer Service department. SkyTouch Technology is an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry. Over the last 10+ years, our PMS software, SkyTouch Hotel OS, has been successfully implemented in over 6,500 properties worldwide.

Are you someone with a passion for providing outstanding customer service? Do you enjoy solving problems? We invite you to apply today for our Technical Services Specialist role! #SkysTheLimit

Your Responsibilities

1. Use critical thinking skills to make the real-time decisions required to keep internal and external customers operating at a profitable and efficient level.
2. Take ownership of, and respond to, all incoming requests for service through phone or incident tracking system within published team SLAs.
3. Provide knowledge and escalation point for all customers including, but not limited to, the Tier 1 Support team, System Implementers, System Trainers, and Sales Executives.
4. Intensely focus to restore services as quickly as possible for application and business service outages and then work to identify the root cause as quickly as possible using critical thinking and system/software troubleshooting skills.
5. Manage all incidents from creation to resolution, per incident management processes, where tracking of all actions by all participants is clearly documented and all interactions with any customer are performed in a helpful and professional manner bringing forward a positive customer experience.
6. Monitor and appropriately action all escalations outside of the Service Desk swiftly, proactively, and with the appropriate sense of urgency; all to the satisfaction of the customer.

Your Experience, Skills & Competencies

1. 1+ years’ experience troubleshooting software and hardware.
2. Must be able to work days/nights/weekends as necessary.
3. Proficient in Windows and MS Office applications.
4. Excellent customer service skills.
5. Experience using trouble ticket software such as Remedy.

Your Team

This is an individual contributor role that will report to the Manager, Technical Services. You will work with a team of 12 peers and collaborate with cross-functional departments on a regular basis.

Your Work Location

As our Technical Services Specialist, you will be based in our beautiful, state-of-the-art technology hub in Scottsdale, Arizona. In October 2021, our SkyTouch associates moved to a newly constructed world-class technology center.

Right now, our associates in Scottsdale, AZ are working in a hybrid environment, between two-four days per week in the office and working virtually the remaining days. We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.

We are focused on safety and wellness in our offices, and as such, as a SkyTouch associate, you will be required to disclose your COVID-19 vaccination status and provide a copy of your vaccination card. If you are not vaccinated or elect not to disclose your status, we will require a weekly negative COVID-19 test when working in the office.

About Choice

SkyTouch Technology is an early innovator of cloud-based, mobile-enabled property management system (PMS) solutions for the hospitality industry. Over the last 10+ years, our PMS software, SkyTouch Hotel OS, has been successfully implemented in over 6,000 properties worldwide. With our proven track record, we have both disrupted the industry and changed the face of hotel operations management, becoming the premiere cloud-based PMS solution for value, scalability, and mobility through industry-leading onboarding, training, and service.

At our worldwide corporate headquarters in Rockville, Maryland, and technology center in Scottsdale, Arizona, and through our associates around the globe, we keep Choice hotels thriving by serving as a champion for our franchisees and providing cutting-edge technology.

Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.