Technical Support Tier 2 – Level 1

SONIFI Health Incorporated.; Sioux Falls (SD); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Phone support

Email support

Troubleshooting

Customer service

Salesforce

Tools

Salesforce

Remote access tools

Diagnostic tools

Job description

SONIFI is known around the world as the best guest technology provider in hospitality, and it’s all because of the people behind the technology. For more than 45 years, SONIFI has been where employees thrive on collaboration and curiosity, helping hotels solve challenges with patented innovations that shape technology experiences for staff, guests, and the best companies in the industry. For the next step in your career, it’s time to set a new standard with SONIFI.

We’re looking for a full-time Technical Support Tier 2 – Level 1 to join our Technical Assistance Center (TAC) team in Sioux Falls, SD. This is a great opportunity for an early-career technical professional who enjoys solving problems, working directly with customers, and building hands-on knowledge across a variety of technologies.

As a first-line technical resource for SONIFI’s hospitality technology products, you’ll troubleshoot issues remotely by phone and email, help minimize customer downtime, and keep hotel technology working as expected.

NOTE: This is an on-site position in Sioux Falls, SD. This role is focused on technical support and troubleshooting rather than network engineering or infrastructure design.

What you’ll do

• Provide phone and email technical support for SONIFI’s hospitality technology systems, delivering responsive, customer-focused assistance in a fast-paced Technical Assistance Center environment.
• 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 and 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 patterns in support cases and communicate potential opportunities to improve processes, systems, or the customer support experience.
• Follow established troubleshooting procedures while using sound judgment to diagnose problems, identify appropriate solutions, and communicate clearly with customers throughout the support process.
• Maintain a consistent and dependable presence in a 24/7 support environment and work an assigned fixed or rotating schedule, which may include nights, weekends, and holidays as needed.
• Remain composed, organized, and customer-focused while managing technical issues and multiple priorities in a call-center environment

Together, we can build your future!

We offer a competitive compensation package including health, dental, vision, 401(k) with employer match, paid time off (PTO), flexible work arrangements, professional development opportunities, pet insurance, and on-demand pay.

SONIFI and SONIFI Health are proud to be an Equal Opportunity Employer. All qualified applicants will be considered regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you require assistance with the online application due to a disability, please contact Human Resources at 605-988-1000.

SONIFI participates in E-Verify to confirm authorization to work in the United States.