Who are we looking for?
Choice Hotels has an exciting new opportunity as our Technical Services Specialist in the SkyTouch Technology division. SkyTouch Technology, is an independently operated division of Choice Hotels that provides the most widely used cloud-based (SaaS) hotel property management system. This role has the primary responsibility of creating a positive experience to all internal and external customers while delivering technical services, support and training. Our Technical Services Specialists are the face of SkyTouch and thereby will have a direct impact to the strategic direction where we create a distinct advantage through unparalleled customer engagement.
THIS IS A SHIFT POSITION IN A 24/7 SUPPORT CENTER. CANDIDATES SHOULD BE AVAILABLE FOR DAYS/NIGHTS/WEEKENDS AS NECESSARY.
Your Responsibilities
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 are clearly documented and all interactions with any customer is 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.
Proactively direct customers to self-help while appropriately auctioning any customer training needs taken toward resolution.
EDUCATIONAL BACKGROUND/EXPERIENCE, SKILLS AND ABILITIES Education/Experience/Knowledge
Experience in customer service or support desk environment
1+ years of experience troubleshooting software and hardware; prefer experience with multiple software programs
Skills
Excellent verbal, written, and listening communication skills
Excellent customer-service skills
Excellent telephone etiquette
Attentive to details
Proficient in Windows, and in the use of MS Office applications such as Outlook and Excel
Abilities
Must be able to work days/nights/weekends as necessary
Ability to make critical decisions
Ability to follow up with customers on outstanding issues in a timely manner
Ability to follow directions and perform research
Ability to work independently and without direct supervision
Ability to learn and adapt to change
Ability to manage multiple projects simultaneously and work in high-pressure situations
Ability to work under pressure and/or for extended hours
Preferences
Hotel Front office/training experience preferred
Bi-lingual French, German, Spanish
Experience using trouble ticket software such as Remedy
2 years of progressive post-high school education at a college or university leading to a degree
Technical training experience
Experience in Property Systems, accounting, management, or hotel operations or equivalent technology services and support
Experience with Windows OS, Microsoft SQL Server
Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:
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
About Choice
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We're the hotel company for those who choose to bet on themselves - the striver, the dreamer, the entrepreneur - because that's who we are, too.
At Choice, we are united by the simple belief that tomorrow will be even better than today - for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward - giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD - Located at Pike & Rose (https://pikeandrose.com/) , our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.
Scottsdale, AZ - Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.
Minneapolis, MN - Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote - Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.
Choice's Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice's Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver
