Client Support Representative

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The CSR will be responsible for providing clients with <\/span><\/span>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. <\/span> <\/span><\/b><\/span>
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E<\/span><\/b><\/span>ssential Job Functions<\/span><\/b> <\/span><\/span>
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• Assist with training customers on our line of Hospitality products<\/span><\/span>
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  • Pre -Training Planning<\/span><\/span> <\/span><\/span> - <\/span><\/span>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<\/span><\/span> <\/span><\/span>
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  • Database Build<\/span><\/span> <\/span><\/span> - <\/span><\/span>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 feature<\/span><\/span>s and benefits of the software and helping to reduce support usage<\/span> <\/span><\/span>
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  • End User Training<\/span><\/span> <\/span><\/span> - <\/span><\/span>Provide effective Training on all <\/span><\/span>InnQuest Software Products to end users onsite. Help in creating Leave Behind Training Guides, Check Lists, etc...<\/span><\/span> <\/span><\/span>
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  • Go Live<\/span><\/span> <\/span><\/span> - <\/span><\/span>Ensure that data transfer from previous PMS to <\/span><\/span>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<\/span><\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span> <\/span><\/span>Front -line technical support:<\/span><\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Answer inbo<\/span><\/span>und calls to support department<\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Respond to incoming e -mails and <\/span><\/span>InnQuest User forum posts<\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Identi<\/span><\/span>fy issues defined by clients<\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Identify, research, diagnos<\/span><\/span>e, and resolve client issues, striving for first -call resolution whenever possible<\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Accurately and thoroughly l<\/span><\/span>og client issues and follow up on any unresolved issues<\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Help <\/span><\/span>to identify issues with InnQuest Software Products and provide detailed information on any reported issues to management<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Keep abreast of InnQuest<\/span><\/span> Software Products features and functionality, including product enhancements and installation procedures<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Keep abreast of InnQuest Software Services and be able to effectively communicate with clients about these services<\/span><\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Help identify <\/span><\/span>any potential current client sales through product enhancements and training opportunities<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Attend all required de<\/span><\/span>partment meetings and trainings<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Participate in off -hours pager rotations<\/span><\/span>
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    Requirements<\/h3>

    
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    ·        <\/span><\/span><\/span>Full u<\/span><\/span>nderstanding of hotel front desk and back office operations<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Troubleshooting basic PC issues<\/span><\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Team player<\/span><\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Ability to pick up new concepts easily with initiative<\/span><\/span> to learn and self -motivate<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Ab<\/span><\/span>ility to multi -task effectively<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Assertive and able to resolve client<\/span><\/span> issues with tact and diplomacy<\/span> <\/span><\/span>
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    ·        <\/span><\/span><\/span>Excellent communication skills required:<\/span><\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Verbally communicate clearly<\/span><\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Write clearly with excellent grammar and spelling, in style appropriate for business communication<\/span><\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Clarify problems or issues<\/span><\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Good listening skills<\/span><\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Professional and courteous<\/span><\/span> <\/span><\/span>
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    o   <\/span><\/span><\/span>Positive attitude<\/span><\/span> <\/span><\/span>
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    Education and Experience<\/span><\/b> <\/span><\/span>
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    ·                  <\/span><\/span><\/span>A 4 Year Degree in a related field is preferred. On the Job Experience in similar or associated role will be considered<\/span><\/span> <\/span><\/span>
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    ·                  <\/span><\/span><\/span>Minimum 2 Years Hotel Management Experience with critical role in use of Property Management Software Applications<\/span><\/span> <\/span><\/span>
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