Technical Services Specialist — 24/7 SaaS Support

Choice Hotels International; Scottsdale (AZ); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement benefits

Employee recognition

Hotel discounts

Job summary

Choice Hotels International is seeking a Technical Services Specialist for its SkyTouch Technology division in Scottsdale, AZ. The role focuses on delivering technical services, support and training, acting as the face of SkyTouch to customers and ensuring satisfaction in a fast-paced environment.

This shift-based position requires availability for days/nights/weekends as necessary to maintain service levels across internal and external clients, with opportunities to advance in a cloud-based

Qualifications

• 2 years of post-high school education leading to a degree preferred.
• Experience in customer service or support desk environment.
• 1+ years of experience troubleshooting software and hardware; prefer experience with multiple software programs.

Responsibilities

• Use critical thinking to make real-time decisions that keep internal and external customers operating efficiently.
• Take ownership of and respond to all incoming service requests by phone or through the incident tracking system, within published team service levels.
• Provide knowledge and serve as an escalation point for customers, including the Tier 1 support team, system implementers, system trainers and sales executives.
• Restore services as quickly as possible during application and business service outages, then identify the root cause using troubleshooting skills.
• Manage each incident from creation to resolution, documenting all actions and keeping every customer interaction helpful and professional.
• Monitor and act on escalations outside of the Service Desk with urgency and to the customer’s satisfaction.
• Direct customers to self-help resources and identify customer training needs.

Skills

Communication skills

Customer service

Phone etiquette

Attention to detail

Windows & MS Office

Education

Post-secondary education preferred

Tools

Windows OS

Microsoft SQL Server

Job description

Choice Hotels International is seeking a Technical Services Specialist for its SkyTouch Technology division in Scottsdale, AZ. The role focuses on delivering technical services, support and training, acting as the face of SkyTouch to customers and ensuring satisfaction in a fast-paced environment.

This shift-based position requires availability for days/nights/weekends as necessary to maintain service levels across internal and external clients, with opportunities to advance in a cloud-based