Customer Support Specialist
1 week ago
We are seeking a highly skilled Customer Support Specialist to join our team at The Access Group. As a key ambassador, you will be responsible for fostering excellent communication and maintaining positive customer relationships.
As a Customer Support Specialist, you will be the first point of contact for our customers, providing timely and effective support to ensure seamless user experiences with our SHR applications.
You will be self-motivated and capable of thriving in a fast-paced, dynamic environment, taking initiative in driving improvement initiatives both internally and with customers.
Responsibilities- Provide application configuration and usage recommendations, becoming an expert on the use of all aspects of SHR applications.
- Receive and log requests for support from internal and external customers, investigating problems and determining appropriate actions to take.
- Deliver support to customers, investigating and resolving application errors, data discrepancies, and usage inquiries.
- Monitor the progress of requests for support, ensuring customers and other interested parties are kept informed.
- Provide correct and timely responses to requests for support, suggesting modifications to application parameters, developing workarounds or site-specific enhancements, training internal and external customers, producing additional documentation, or escalating requests to development.
- Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
- Proven Hospitality experience (experience in reservations, operations, distribution).
- Excellent communication and documentation skills.
- Ability to prioritize requests, implement, and communicate timely solutions.
- Excellent analytical thinking - acquire understanding of situations by breaking down problems systematically into component parts and identifying the relationships between these parts.
- Attention to detail and quality, ensuring that nothing is overlooked.
- Ability to concentrate under pressure from hoteliers.
- Knowledge of hospitality distribution (GDS, OTAs, Channel Management, PMS, CRM, RMS).
- Knowledge of general IT infrastructures (hardware, databases, operating systems, local area networks).
- Knowledge of help desk procedures, corporate quality, and change management processes.
The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law.
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