Technical Services Specialist
Choice Hotels
- Scottsdale, AZ
- Permanent
- Full-time
- Use critical thinking skills to make the real-time decisions required to keep internal and external customers operating at a profitable and efficient level.
- Take ownership of, and respond to, all incoming requests for service through phone or incident tracking system within published team SLAs.
- Provide knowledge and escalation point for all customers including, but not limited to, the Tier 1 Support team, System Implementers, System Trainers, and Sales Executives.
- Intensely focus to restore services as quickly as possible for application and business service outages and then work to identify the root cause as quickly as possible using critical thinking and system/software troubleshooting skills.
- Manage all incidents from creation to resolution, per incident management processes, where tracking of all actions by all participants is clearly documented and all interactions with any customer are performed in a helpful and professional manner bringing forward a positive customer experience.
- Monitor and appropriately action all escalation's outside of the Service Desk swiftly, proactively, and with the appropriate sense of urgency; all to the satisfaction of the customer.
- 1+ years’ experience troubleshooting software and hardware
- Must be able to work days/nights/weekends as necessary
- Proficient in Windows and MS Office applications
- Excellent customer service skills
- experience using trouble ticket software such as Remedy