Product Support Specialist, Tier 1
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Job Description
Product Support Specialist supporting hospitality clients using WebRezPro property management software. Resolving issues through phone, email, screen sharing, and Zendesk.
Responsibilities:
- Serve as the first point of contact for customers through phone, email, and screen sharing
- Support and guide clients using WebRezPro software
- Keep current on all WebRezPro features and functionality
- Document client interactions, issues, and resolutions accurately in Zendesk
- Collaborate with Programming and Sales teams to ensure a positive client experience
- Take on additional tasks as priorities shift or business needs change
- Maintain the schedule needed to provide consistent client support
- Provide additional coverage through the required Standby program
Requirements:
- Full-time position working four (4) 10-hour shifts per week
- Schedule may include weekends and holidays as part of regular rotation
- Participation in a Standby program is required
- Familiarity with property management systems is highly preferred
- Strong critical-thinking and problem-solving skills
- General understanding of computer systems, hardware, and networking
- Previous technical support experience is strongly preferred
- Ability to prioritize tasks and manage multiple requests in a fast-paced environment
- Thorough knowledge of computer software, hardware, internet applications, networks, and operating systems
- Strong work ethic and ability to work independently in a remote setting
- Must have experience in support and/or customer relationship management
- Ability to understand software products, including Microsoft Office and Google Workspace
- Experience in hospitality or tourism industry is desired
- Comfortable working collaboratively as part of a fully remote team
- Three (3) years customer-facing experience, ideally supporting software applications
Benefits:
- Medical
- Extended Health and LTD plan
- Dental
- Vision
- RRSP (with employer match)
- Health Spending Account
- Flexible paid time off
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