Tier 1 Technical Support Specialist

Jonas Software•Phoenix, AZ

16h•Onsite

About The Position

Action oriented individual that will assist current customers and fellow employees in the installation, and support of Jonas Chorum software and hardware products. Proactively provides phone support for the diagnosing and resolving of computer software and hardware customer issues. Customer focused technician will respond to customer service requests, inquiries and complaints working diligently to problem solve and resolve to meet or exceed customer expectations. The position requires good listening skills and above average written communication skills.

Requirements

1 - 2 years of call center experience, within a technical or problem resolution role
Ability to accurately document customer calls
Thorough knowledge of Microsoft operating systems
Basic knowledge of SQL and networking
Ability to work in a team environment or as an individual in high stress, high volume situations

Nice To Haves

High school diploma or college degree preferred in computer science or other relevant field
Basic accounting knowledge would be a plus
Hotel experience is an asset

Responsibilities

Answer and troubleshoot calls from all customer queues
Creates trouble tickets and documents resolution steps in the support ticket
Assist property personnel and fellow employees with technical support/product information issues in a professional, courteous and timely manner
Assist with installing and configuring various software interfaces with property staff and/or assist their vendors as needed
Maintain detailed and up-to-date notes on all customer tickets and assigned in-house projects, as well as accurately accounting for all time spent on customer tickets and assigned in-house projects
Have a working knowledge of all Jonas Chorum products and voluntarily seek additional training and information on unfamiliar subjects
Act as liaison between Jonas Chorum and property staff
Maintain willingness and ability to work any and all shifts as posted on the schedule.
Promote Jonas Chorum software and its products and employees to co-workers and the general public
Answers technical support related questions and resolves technical problems using in-house computers, company software, in-house knowledge base, and third party connection software
Determines if trouble ticket is billable or non-billable based on company policies and procedures
Seek assistance from Tier 2 and Tier 3 technicians through instant messaging and email services
Escalate issues by communicating escalation need through supervisor on duty and or next level of support in a timely manner to ensure expedient and complete solutions for Jonas Chorum customers
In addition to issues received directly from customer via the phone queues, technicians will receive assignments from supervisor on duty
Other tasks as assigned by Jonas Chorum management