Help Desk Support (GSS)

Ovation Networks Inc

Cedar Rapids, IA Customer Service / Hospitality & Tourism

About us:

Team oriented and customer driven, we provide turn key Wi-Fi installations locally and across the country. Our NOC provides three tiers of 24x7 Technical Support, ranging from End-User Support, Installation Support, and Network Support. We are a small company where you are not just an employee number you are a part of the family.

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

The Help Desk Support (Guest Support Specialist) 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 Support Specialist will escalate the matter 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 address their request(s).

 

  • 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.

Qualifications:

  • Strong communication skills
  • Strong interpersonal and customer service skills
  • Previous customer service experience
  • Analytical and process-oriented approach
  • Knowledge of basic network hardware (Access Points, Switches, Routers, etc.)
  • Must be comfortable with several types of devices/device types: Laptops, Cellphones, Android (Phones /Tablets /Vendor Specific Devices), Apple (iPhone, iPad), OS (MAC, Windows), Gaming consoles (PS4, Xbox, Wii)
  • A real desire to help people
  • Excellent work ethic
  • Networking or IT experience is a plus
  • Call Center / Customer Experience is a plus

We rely on each employee including part time employees to be dependable, self-productive and can work well in a team environment.

Salary: Based on Experience

Applying for:

Help Desk Support (GSS)

Ovation Networks Inc

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

Job ID: 68111

Posted 24 days ago

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