Customer Support & Implementation Specialist

About the Position

Reporting to the Director of Customer Experience, the Customer Support & Implementation Specialist will provide software support, deliver training on RoomKeyPMS products and services, and assist with the onboarding of new and current clients. This is a remote work from home position.


  • Provide software support for customers and assist clients with troubleshooting on all RoomKeyPMS product offerings.
  • Analyze and resolve technical problems using problem-solving skills via telephone, e-mail, and chat utilizing remote desktop connections.
  • Identify and act on unique or recurring customer problems.
  • Assess customer technical support needs and handle accordingly.
  • Document all issues, actions, and client resolutions in Salesforce.
  • You will be expected to become knowledgeable about all RoomKeyPMS product offerings as well as current computer industry products and technologies.
  • Create and maintain both internal and external customer-facing knowledge documentation and videos.
  • Work collaboratively with Implementation, Customer Support, and Development Teams to ensure all applicable products and interface components are configured, tested, and installed correctly.
  • Assist with the onboarding of new and current clients by preparing training materials and conduct end-user training on all RoomKeyPMS product offerings and services.
  • Other duties may be assigned.


  • College diploma or bachelor’s degree.
  • Minimum 1 year of experience with hospitality system implementation OR hospitality operations OR degree or certification from a hospitality school.
  • Individuals with exceptional customer service skills, strong communication skills, excellent organizational and time management abilities will excel in this role.
  • Ability to work well under pressure and adapt to changes in project priorities.
  • Great work ethic; will go above and beyond to exceed client expectations.
  • Excellent problem-solving abilities.
  • Outstanding interpersonal skills and great team player.
  • Must be able to work independently with a high degree of self-initiative.
  • Ability to deal with varied types of people in a broad range of circumstances.
  • Detail-oriented and dedicated to seeing all projects and tasks to completion.
  • Good understanding of business operations and accounting practices.
  • This position requires the understanding of Microsoft Windows and one or more of the following: MAC, cloud computing, or a working knowledge of database systems.
  • Must be available to work between the hours of 6am to 5pm PST, Monday to Friday.
  • Must be able to accommodate a flexible work schedule.
  • Must have an excellent internet connection at home.
  • Bilingual an asset.

If you are interested in the position, please send your email to [email protected].

By continuing to browse or by clicking “Accept All Cookies,” you agree to the storing of first- and third-party cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts.
Cookie Policy | Privacy Policy

Privacy Preference Center


Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Privacy Policy

Personal data collected during visits to our websites are processed by us according to the legal provisions valid for the countries in which the websites are maintained. Our data protection policy is also based on the data protection policy applicable to RoomKeyPMS. Read more

Cookie Policy

RoomKeyPMS uses cookies and similar technologies, such as HTML5 web storage and local shared objects (all referred to as ‘cookies’ below), to record the preferences of users and optimize the design of its websites. They make navigation easier and increase the user-friendliness of a website. Read more

Essential cookies

These cookies are essential for websites and their features to work properly. Without these cookies, services such as the vehicle configurator may be disabled.

Cookies used

  • WordPress Required
  • Wordfence Required

Performance Cookies

These cookies collect information about how you use websites. Performance cookies help us, for example, to identify especially popular areas of our website. In this way, we can adapt the content of our websites more specifically to your needs and thereby improve what we offer you. These cookies do not collect personal data. Further details on how the information is collected and analyzed can be found in the section ‘Analysis of usage data’.

Cookies used

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

  • Zopim

Third-party cookies

These cookies are installed by third parties, e.g. social networks. Their main purpose is to integrate social media content on our site, such as social plugins.

Cookies used