Technical Services Specialist

Who are we looking for?

Choice Hotels has an exciting new opportunity as our Technical Services Specialist in the SkyTouch Technology division. SkyTouch Technology, is an independently operated division of Choice Hotels that provides the most widely used cloud-based (SaaS) hotel property management system. This role has the primary responsibility of creating a positive experience to all internal and external customers while delivering technical services, support and training.  Our Technical Services Specialists are the face of SkyTouch and thereby will have a direct impact to the strategic direction where we create a distinct advantage through unparalleled customer engagement.    

THIS IS A SHIFT POSITION IN A 24/7 SUPPORT CENTER. CANDIDATES SHOULD BE AVAILABLE FOR DAYS/NIGHTS/WEEKENDS AS NECESSARY.

Your Responsibilities

• Use critical thinking skills to make the real time decisions required to keep internal and external customers operating at a profitable and efficient level.                  
• Take ownership of, and respond to, all incoming requests for service through phone or incident tracking system within published team SLAs.               
• 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.              
• 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.              
• Manage all incidents from creation to resolution, per incident management processes, where tracking of all actions by all participants are clearly documented and all interactions with any customer is performed in a helpful and professional manner bringing forward a positive customer experience.                    
• Monitor and appropriately action all escalation's outside of the Service Desk swiftly, proactively, and with the appropriate sense of urgency; all to the satisfaction of the customer.                       
• Proactively direct customers to self-help while appropriately auctioning any customer training needs taken toward resolution.                   

EDUCATIONAL BACKGROUND/EXPERIENCE, SKILLS AND ABILITIES 
Education/Experience/Knowledge

• Experience in customer service or support desk environment
• 1+ years of experience troubleshooting software and hardware; prefer experience with multiple software programs

Skills

• Excellent verbal, written, and listening communication skills
• Excellent customer-service skills
• Excellent telephone etiquette
• Attentive to details
• Proficient in Windows, and in the use of MS Office applications such as Outlook and Excel

Abilities

• Must be able to work days/nights/weekends as necessary
• Ability to make critical decisions
• Ability to follow up with customers on outstanding issues in a timely manner
• Ability to follow directions and perform research
• Ability to work independently and without direct supervision
• Ability to learn and adapt to change
• Ability to manage multiple projects simultaneously and work in high-pressure situations
• Ability to work under pressure and/or for extended hours

Preferences

• Hotel Front office/training experience preferred
• Bi-lingual French, German, Spanish
• Experience using trouble ticket software such as Remedy
• 2 years of progressive post-high school education at a college or university leading to a degree
• Technical training experience
• Experience in Property Systems, accounting, management, or hotel operations or equivalent technology services and support
• Experience with Windows OS, Microsoft SQL Server