Tier 1 Technical Support Specialist (remote)

Tier 1 Technical Support Specialist (remote)

Job Summary:
Provide telephone and chat technical support, open tickets, initial triage for device failures and system outages. Handle device issues and OSI Layer 1 troubleshooting. Reports to the Network Support Lead.

Duties and Responsibilities:
- Handle inbound hotel guest/resident internet connectivity calls, answer calls from staff, technicians, 3rd Party vendors, etc.
- Perform OSI Layer 1 troubleshooting on network outages, PMS issues, NUC offline, and down switches and escalate unresolved issues to Tier 2.
- Make Outbound calls to troubleshoot down equipment
- Follow escalation best practices for Priority 1 issues and related urgent cases.
- Follow up on unassigned cases and disconnected calls
- Request customer hotel to post charges for internet fees
- Strive for 90% resolution of customer questions and requests on first call.
- Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution.
- Ensures excellent customer service experience with strong interpersonal skills, empathy and patience.
- Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated callers.
- Assist with customer reporting on high profile brand accounts (i.e. Hilton, Marriott, Montage)
- Consistently treat all contacts, internal and external, professionally, honestly, and respectfully.
- Accept ownership and accountability of position responsibilities
- Deliver customer-facing results that establish high standards, credibility, and quality performance.
- Other miscellaneous duties as assigned by management.

Knowledge/Skills/Abilities:
- Excellent written and spoken English (non-accented)
- Excellent telephone, verbal, and written business communication skills
- Conflict resolution and problem-solving skills required.
- Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner.
- Good logic and ability to understand basic troubleshooting concepts
- Highly detail oriented, organized and process focused with ability to multi-task.

Required Qualifications:
• One-year technical school or equivalent
• 1-2 years of experience in data/HSIA Technical Support.
• Ability to remain upbeat and patient when confronted with frustrated or irate callers
• Outgoing personality
• Multitasking

Nice To Have:
• CTC Network 101
• Cust Svc Training 101 – CTC Training
• Prior Salesforce experience is a plus