This position will be responsible for providing direct support for our cloud-based software. This role is responsible for client-facing application support and also requires attention to detail, understanding of process flows, and excellent communication skills.
This is the job for you if you are:
-Self-starter with tremendous initiative and work ethic
-Excellent communicator and collaborator with other functional teams
-Desire to be a high-impact player at a product-driven company
-Ability to embrace change and someone who is a fast learner
-Creative and critical thinking abilities
-Ability to be detail-oriented within a high-paced environment
-Passionate about technology
About the TravelNet Solutions Team:
Our mission is transforming how hospitality works. Every day we strive to solve the most difficult technology and workflow challenges, and we collaborate to provide solutions to help our customers in the hospitality industry become more efficient and profitable. Our goal is to become our customer's business concierge. It all starts with one question; how can we help you?
Our three Core Values reflect the behaviors that shape the tone of how we work with each other, our partners, and our customers.
-Serve Others: We nurture growth to help others succeed.
-Grit: We take ownership and never give up on what matters most.
-Create the Future: We innovate to disrupt the status quo.
Why join our winning team?
-We are a growing, fast-moving dynamic team that collaborates with each other in order to achieve continued growth and success.
-We are a portfolio company able to work with our customers to be that one vendor solution for SaaS technology, marketing, and distribution.
-We are reshaping the industry and the way it thinks about technology and service.
-Full medical dental and vision package
-Unlimited Paid Time Off
-Unlimited access to professional training and development
-Health Savings Account with up to a $2,000 annual match
-Flexible work environment
-Free life insurance and Long Term Disability
-Availability of Flex Spending Accounts
-Retirement with employer match
-Free snacks and soda in the office-
- $150 each quarter Gift for all TNS employees
-Competitive wages
-Work with an amazing team
Do these responsibilities describe what you like doing?
-Respond to incoming support requests via phone, chat, email, and video conference applications utilizing an internal tracking system and within 24 hours of ticket assignment. -Tickets MUST be worked and assigned on a priority basis first, then FIFO (First in, First out)
-Maintain trouble tickets according to the department's practices with the ability to prioritize multiple responsibilities
-Understand the nature of support requests, and recommend or take effective, efficient corrective action.
-Following and abiding by all company and departmental processes
-Assist with beta testing of new features and functions to aid in new product delivery
-Understanding of database relationships and terminology (ex: SQL) is helpful
-Understanding of telephony (VOIP, third party telephony carriers) is helpful
-Continually strive to learn and understand current and new products and services via product exploration, self-help resources, and ongoing training and education sessions
-Complex Problem Solving: The specialist identifies complex problems and reviews related information to develop and evaluate options and implement solutions to the end users' satisfaction.
What are some must-haves?
-2+ years or equivalent work experience in software support for SaaS platforms or hospitality software support.
-Working in ticketing systems, phone, and chat.
-Basic understanding of database relationships and terminology; knowledge of SQL and API functionality is a plus.
-Basic documentation experience in order to record, maintain, and organize internal and external documents.
We are an Equal Opportunity Employer
We celebrate the diversity of thought, culture, and background and we are committed to creating an inclusive environment.
Pay Range: $40,000 - $50,000 per year
