Technical Services Specialist

Choice Hotels International • Scottsdale, AZ

7d

About The Position

Choice Hotels is hiring a Technical Services Specialist in its SkyTouch Technology division, which provides a widely used cloud-based hotel property management system. The role delivers technical services, support, and training while creating a positive experience for internal and external customers. Technical Services Specialists serve as the face of SkyTouch and contribute to its customer engagement and strategic direction.

This is a shift position in a 24/7 support center. Candidates should be available to work days, nights, and weekends as necessary. The specialist responds to service requests, troubleshoots and restores services, manages incidents through resolution, supports customers and internal teams, and identifies opportunities for customer self-help and training.

Requirements

• Experience in a customer service or support desk environment.
• At least 1 year of experience troubleshooting software and hardware; experience with multiple software programs is preferred.
• Excellent verbal, written, and listening communication skills.
• Excellent customer-service skills and telephone etiquette.
• Attention to detail.
• Proficiency with Windows and Microsoft Office applications such as Outlook and Excel.
• Ability to work days, nights, and weekends as necessary.
• Ability to make critical decisions, follow up with customers on outstanding issues in a timely manner, follow directions, and conduct research.
• Ability to work independently without direct supervision, learn and adapt to change, manage multiple projects simultaneously, and work in high-pressure situations or extended hours.
• Two years of progressive post-high-school education at a college or university leading to a degree is preferred.
• Technical training experience.
• Experience in property systems, accounting, management, hotel operations, or equivalent technology services and support.
• Experience with Windows OS and Microsoft SQL Server.

Nice To Haves

• Two years of progressive post-high-school college or university education leading to a degree.
• Experience with multiple software programs.
• Hotel front-office or training experience.
• Bilingual ability in French, German, or Spanish.
• Experience using trouble-ticket software such as Remedy.

Responsibilities

• Use critical thinking to make real-time decisions that help internal and external customers operate efficiently.
• Take ownership of and respond to incoming service requests by phone or through the incident tracking system within published team service levels.
• Provide knowledge and act as an escalation point for customers, the Tier 1 support team, system implementers, system trainers, and sales executives.
• Restore services as quickly as possible during application and business service outages, then troubleshoot to identify the root cause.
• Manage incidents from creation through resolution, documenting actions and keeping customer interactions helpful and professional.
• Monitor and urgently act on escalations outside of the Service Desk to achieve customer satisfaction.
• Direct customers to self-help resources and identify customer training needs.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage.
• Leave and paid time off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
• Financial benefits for retirement and health savings.
• Employee recognition programs.
• Discounts at Choice hotels worldwide.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed