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Guest Support Specialist

Cedar Rapids, IA

Job Information:

Must be willing to work Nights, Weekends and some Holidays.

The Guest WiFi Technical Support position consists of taking inbound calls with the majority being Hotels/Hospitality companies from their guests who are having difficulty connecting to WiFi. This position is responsible for taking notes on what the issues are the user is having at the property, trouble shoot, and resolve within the scope of work for that position. If unable to resolve using the trouble shooting guide, the Guest Technical Support Rep will escalate it to a Network Support Specialist.

Customer service is a large part of the job, we are an extension of the hotels customer experience and are expected to give a high level of customer experience using empathy, building rapport and assuring them you will do everything you can to resolve it.

  • Also expected to monitor 2 Dashboards (property alerts), contact and resolve within scope of work.
  • Expected to take specific notes to help with trends, resolutions and follow up.
  • Will learn how to prepare hardware for installation, inventory in our system, labeling and testing before install.
  • Expected to read email, keep up on any changes or important information in the Department that can change.
  • Report trends in specific hotels/ rooms and escalating them to Senior Tech's.

This is a small call center that relies on each employee including part time employees to be dependable, self-productive and can work well in a team environment.

The Guest WiFi Technical Support position is entry level; it can be a great place to get experience in an ever changing and competitive IT/Networking field. It is also a great position for someone looking for a career change and has call center / customer service experience. Networking or IT experience is a plus. Call Center / Customer Experience is a plus

If you are interested, click apply now today!

Applying for:

Guest Support Specialist

Ovation Networks Inc

(.DOC, .DOCX, .PDF, .RTF, .TXT, .ODT, .PAGES, .WPS up to 2MB)

Posted 08/02/18

Job ID: 65219