Roswell, Georgia
Customer Support Specialist Job Opening in Roswell, Georgia - Hotel Effectiveness Solutions is seeking an energetic, motivated, and hard-working individual to add to our Customer Support team. The ideal candidate would also have an interest in troubleshooting with customers. If that?s you, read on!
About us:
Hotel Effectiveness Solutions is a fast-growing software company based in Roswell, GA. We provide hotels with all the tools they need to manage their labor in our easy-to-use, cloud-based software. This includes scheduling, time & attendance, labor monitoring, and more.
About the position:
We?re looking to hire a Customer Support Coordinator. In this role, you will assist customers with general questions, provide general and technical support, and assist in resolving technical issues.
This is an entry level technical support position for someone who is detail focused and has great communication skills. It will be an excellent position for someone who enjoys technology and who has limited or some experience in either technical/customer support roles or in hotel customer support. The right person will have the potential to grow this position into more of a management role.
Essential Responsibilities:
Resolve customer support tickets (1st level tickets; largely email based but some phone based)
Escalate 2nd and 3rd level issues to Support Leads or Product Development Team
Set up and support new and existing users
Provide basic information about our products and services
Maintain inventory of internal and external product hardware
Troubleshoot product malfunctions, product testing, and shipping
Establish physical time clock connections
Restock and return time clocks to 'Ready to Sell' status
Provide phone or email support to customers who are having issues using their time clock
1st level support analyzing employee time cards and troubleshooting issues
Assist customer with basic questions regarding labor reporting as well as running or troubleshooting payroll reports
Package shipment drop-offs
Provide product improvement feedback to Product Development team
Identify and escalate system errors and/or ?bugs?
Research and reproduce system errors reported by customers
Identify ways of improving the user experience of assigned applications
Develop and maintain a knowledge base of our ever evolving products and services
Create, maintain and update documentation, internal processes and case handling procedures related to your primary position and assigned responsibilities
Assist with maintaining office inventory
Other duties may be assigned
Requirements:
Ability to communicate effectively & build rapport with customers at all levels (written and verbal)
Ability to prioritize and multitask in a time-sensitive environment
Previous experience in customer service
Strong curiosity and thirst for learning new things
Comfortable with technology
Reliable transportation and attendance
Positive and professional demeanor
Qualifications:
High School Diploma
Associate or Bachelor?s Degree is preferred
1-3 years of experience in either software technical support preferred
1-3 years of experience at hotel front desk or guest services a plus, but not required
What you?ll like about working with us:
Our work environment is professional but casual.
Regular office hours ? you?ll get to enjoy your evenings, weekends and most holidays!
Our customers are friendly.
Your feedback will be valued ? you?ll have a direct connection to management and ownership of the company.
You?ll be able to see how you?re making a difference in the company?s success.
You?ll have job security and upward mobility because we?re profitable and growing.
Compensation & Benefits:
Full Time Position with a base hourly rate (based on experience)
Gold Level Healthcare Insurance (heavily subsidized by the company)
401(k) with company match
Up to 3 weeks of Paid Time Off (based on tenure) in addition to Sick Time and Paid Holidays
Submit your resume, cover letter and salary requirements to be considered for this position. No phone calls, please!
Job Type: Full-time
Required education:
High school or equivalent
Required experience:
customer support: 1 year
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