About RoomKeyPMS
RoomKeyPMS is a leading property management system provider for hotels and accommodations around the globe. We empower hotels to deliver exceptional guest experiences through innovative software solutions. Our team is dedicated to helping our customers maximize operational efficiency and streamline their management processes.
About the Position
Reporting to the Director of Customer Experience, the Customer Support Specialist will provide software support, deliver training, troubleshoot technical issues, and offer customized service support for top accounts using RoomKeyPMS products and services. This is a remote work-from-home position where you will play a critical role in helping clients navigate technical issues, identifying bugs, coordinating with the development team, and providing personalized service for top-tier customers. This position is integral in ensuring that customers receive optimal support while maintaining a seamless user experience.
Key Responsibilities
- Provide software support for a wide range of local and international clients, assisting with troubleshooting all RoomKeyPMS product offerings.
- Analyze and resolve technical problems using problem-solving skills via telephone, email, and chat, utilizing remote desktop connections.
- Identify, document, and escalate bugs or system issues to the Product and Development teams, ensuring timely resolution.
- Assist with coordinating and tracking the progress of bug fixes or software updates in collaboration with internal teams.
- Document all issues, actions, and client resolutions in CRM, ensuring accuracy and transparency in customer interactions.
- Assess customer technical support needs and handle inquiries, providing solutions in a timely and professional manner.
- Identify recurring technical problems or system limitations and collaborate with internal teams to develop long-term solutions.
- Develop and maintain internal and external knowledge documentation, including how-to guides, troubleshooting steps, and video tutorials.
- Assist with the onboarding of new and existing clients by preparing training materials and conducting training sessions on all RoomKeyPMS product offerings and services.
- Provide customized service support for top accounts, ensuring these clients receive personalized attention and solutions to their specific needs.
- Work collaboratively with the Implementation and Development teams to ensure products are configured, tested, and installed correctly.
- Provide insights into customer feedback to assist in the ongoing development and enhancement of RoomKeyPMS products.
- Provide emergency after-hours technical support on a rotating schedule, assisting customers with urgent technical issues outside of standard business hours.
- Perform other duties as required by the Director of Customer Experience or management team.
Qualifications
- College diploma or bachelor’s degree in a related field.
- Hospitality industry experience is an asset as it will help in understanding customer needs and troubleshooting industry-specific issues.
- Strong technical troubleshooting abilities, with a demonstrated ability to resolve software and system issues efficiently.
- Exceptional customer service skills with the ability to communicate complex technical concepts in a clear, user-friendly manner.
- Excellent organizational and time management skills, with the ability to handle multiple tasks and prioritize effectively.
- Ability to work well under pressure and adapt to changing project priorities.
- Excellent problem-solving and analytical skills, with a focus on root cause analysis and issue resolution.
- Outstanding interpersonal skills with the ability to interact effectively with diverse individuals in various circumstances.
- Ability to work independently and with a high degree of self-initiative, managing your own workload and responsibilities.
- Detail-oriented and committed to ensuring tasks and projects are completed to the highest standards.
- Good understanding of business operations and accounting practices, particularly within the hospitality industry.
- Knowledge of Microsoft Windows and at least one of the following: MAC, cloud computing, or a working knowledge of database systems.
- Must be available to work between the hours of 6 am to 5 pm PST, Monday to Friday, with the ability to accommodate a flexible work schedule.
- Must have a stable and high-speed internet connection at home.
- Emergency after-hours support is required on a rotational basis.
- Bilingual abilities (English and another language) are an asset.
Benefits
- Competitive salary and benefits package.
- Flexible working hours and the ability to work remotely.
- Professional development opportunities and ongoing training.
- A supportive, dynamic, and collaborative team environment.
- Health and wellness benefits.
How to Apply
If you are passionate about customer support, technical troubleshooting, and providing excellent service, we would love to hear from you! Please send your resume and cover letter to [email protected].
RoomKeyPMS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
