Client Support Representative

Overview 

The CSR will be responsible for providing clients with industry leading training and
support for InnQuest Software's line of hotel software products. A successful
candidate must be able to assess and diagnose client issues, train customers on
products as well as effectively articulate solutions to clients via telephone,
e -mail and online meetings.  

Essential Job Functions 

• Assist with training customers on our line of Hospitality products
  
• Pre -Training Planning  - Contacting
  Client and gathering needed information to formulate a successful Go Live
  plan. This will include a recommended Training Schedule for Key Staff,
  Interface Vendor Coordination and Hardware Setup Coordination 
  
• Database Build  - Ensure that client has created
  the Database for Room Types, Rate Types, Rates, Accounting Structure,
  etc... correctly and in a manner that will make their ongoing operation
  effective and easily managed, maximizing the features and benefits of the software and helping to reduce
  support usage 
  
• End User Training  - Provide effective Training on
  all InnQuest Software
  Products to end users onsite. Help in creating Leave Behind Training
  Guides, Check Lists, etc... 
  
• Go Live  - Ensure that data transfer from
  previous PMS to roomMaster is handled accurately and that ledgers and
  availability are balanced and accurate. Help in establishing new
  procedures that require the use of InnQuest Software Products
  to help the property maximize their investment
  with InnQuest Software 
  

·         Front -line technical support: 

o   Answer inbound
calls to support department 

o   Respond to incoming e -mails and InnQuest User forum posts 

o   Identify
issues defined by clients 

o   Identify, research, diagnose, and resolve client issues, striving for
first -call resolution whenever possible 

o   Accurately and thoroughly log client issues and follow up
on any unresolved issues 

o   Help to identify
issues with InnQuest Software Products and provide detailed information on
any reported issues to management 

·        Keep abreast of InnQuest Software Products features and functionality, including
product enhancements and installation procedures 

·        Keep abreast of InnQuest Software Services and be able to effectively
communicate with clients about these services 

·        Help identify any potential current client sales through product enhancements and
training opportunities 

·        Attend all required department meetings and trainings 

·        Participate in off -hours pager rotations

Requirements

·        Full understanding
of hotel front desk and back office operations 

·        Troubleshooting basic PC issues 

·        Team player 

·        Ability to pick up new concepts easily with initiative to learn and self -motivate 

·        Ability
to multi -task effectively 

·        Assertive and able to resolve client issues with tact and diplomacy 

·        Excellent communication skills required: 

o   Verbally communicate clearly 

o   Write clearly with excellent grammar and spelling, in style appropriate
for business communication 

o   Clarify problems or issues 

o   Good listening skills 

o   Professional and courteous 

o   Positive attitude 

Education and Experience 

·                  A 4 Year Degree in a related field is preferred. On the Job Experience
in similar or associated role will be considered 

·                  Minimum 2 Years Hotel Management Experience with critical role in use of
Property Management Software Applications