Client Support Representative

Overview

The CSR will be responsible for providing clients with industry leading training andsupport for InnQuest Software's line of hotel software products. A successfulcandidate must be able to assess and diagnose client issues, train customers onproducts 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 - ContactingClient 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 SoftwareProducts to end users onsite. Help in creating Leave Behind TrainingGuides, 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:

oAnswer inboundcalls to support department

oRespond to incoming e-mails and InnQuest User forum posts

oIdentifyissues defined by clients

oIdentify, research, diagnose, and resolve client issues, striving forfirst-call resolution whenever possible

oAccurately and thoroughly log client issues and follow upon any unresolved issues

oHelp to identifyissues with InnQuest Software Products and provide detailed information onany reported issues to management

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

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

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

·Attend all required department meetings and trainings

·Participate in off-hours pager rotations

Requirements

·Full understandingof 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

·Abilityto multi-task effectively

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

·Excellent communication skills required:

oVerbally communicate clearly

oWrite clearly with excellent grammar and spelling, in style appropriatefor business communication

oClarify problems or issues

oGood listening skills

oProfessional and courteous

oPositive attitude

Education and Experience

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

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