L1 Support

**About Company**

**Global Support Management Team**:
You will be expected to collaborate across all Support employee levels as well as manage intake calls, case documentation, customer service and call volume coverage to client relationship management; Also, you may be called upon to facilitate and/or contribute to internal and external trainings, cross-functional projects and/or cross-departmental escalations or customer inquiries.
- The desire to learn, investigate, hunt, and strive for continuous improvement every day
- Technical aptitude and general experience troubleshooting hardware and software.
- Industry-specific certification(s) such as A+, Network+, MTA, or HDI Desktop Support Technician.
- A natural desire to assist others and problem-solve
- The ability to make sound decisions quickly in a fast-paced environment
- The ambition and hunger to consistently exceeded customer expectations
- A strong ability to communicate, both written and spoken, with technical and non-technical individuals.
- A strong intellectual curiosity.
- The ability to gather and interpret relevant data and information to investigate and accurately triage issues.
- The skills and training to use inductive reasoning, think analytically, and to confidently make decisions under time and client pressures.
- A strong work ethic, a strong sense of accountability, and the ability to be highly collaborative.
- Exceptional organizational skills and self-motivation.
- An innate ability to prioritize and effectively juggle multiple projects with high business priority.

**Responsibilities**:

- Willing to work in Night Shift.
- Diagnose and troubleshoot a broad array of network, and other technical issues that would require a basic understanding of hardware and software.
- Complete primary intake and initial triage of incoming calls.
- Provide excellent customer service through empathy, friendly demeanor, and following established quality assurance process
- Input quality data in ticketing system, Salesforce.
- Research hardware and software problems defined by customers and provide diagnosis and resolution
- Perform basic walkthrough of configuration with the customer
- Understand escalation process and perform escalation process in a timely manner
- Actively participate in team meetings to provide feedback and ways to improve efficiencies
- Coordinate with hardware vendors on diagnosis and resolution of hardware problems.
- Accurately document worked issues and detailed steps for resolution when necessary
- Keep abreast of software releases, new feature and functionality, and updated installation procedures
- Other duties as assigned.

**Job Requirements**:

- At least an associate degree in technology, or equivalent.
- At least one year of experience in a customer facing position and/or in the hospitality industry.
- At least one year of experience troubleshooting and servicing basic hardware and software inquires.
- A familiarity in helpdesk ticketing and helpdesk processes.
- Either hands-on user experience and/or related experience in POS (Point-of-Sale), PMS (Property Management) software.
- Industry specific certifications such as: A+, Network+, MTA, or HDI Desktop Support Technician are preferred, but not required.
- Familiarity with troubleshooting software environments utilizing SQL is a plus
- Familiarity troubleshooting Windows Server.
- Experience using Salesforce is preferred, but not required.