Support Consultant

Department: Support Services

Reports To: Support Manager

Location: Lake Forest, CA

Date: 2008/04/10

We are looking for technical support specialists who prefer to work in a fast-paced yet casual 24-hour technical support center. Technicians provide first level remote technical and procedural customer support over 1100 clients running our Enterprise Software Solutions. In addition to excellent written and oral communication skills qualified candidates will have proven customer service skills, technical aptitude, and basic understanding of the Microsoft Windows Operating System. Training is provided on our software applications.

Essential Duties and Responsibilities (% of time on each):

45%  Provides initial direct telephone support to customers.

• Answers incoming customer calls and enters detailed technical and application related issues into the Call Management System.
• Provides preliminary troubleshooting.
• Assigns priorities on customer issues and routes the call/case to appropriate resource area of Support.
• Documents customers contact activity and maintain accurate data in the Call Management System.

45% Handles miscellaneous customer requests and performs support functions for Customer Support Department as required.

• Resolve most frequently asked questions via phone or email
• Process customers email support calls into Call Management System.

10% Other duties as assigned.

Essential Education, Skills and Environment:

Education and Work Experience

Entry-level position.  Requires 2 or more years of experience in one of the following areas:

• Hotel operations environment
• Supporting hotel software
• Using or supporting Microsoft SQL Server
• Bachelor’s degree in business or computer science, preferred

Other key Skills & Abilities:

• Prior Customer Service experience is very helpful
• Good verbal and written communication skills
• General product knowledge
• Applies the product/technical/functional knowledge to arrive at effective and quick solutions
• Customer oriented with attention to detail
• Provides complete, reliable and prompt information to customers 
• Ability to work with different working styles in a team environment
• Passionate about individual, team and organization’s success
• Develops and maintains smooth working relationships with co-workers in one’s own and other departments
• Ability to adapt to new technology
• Continuously learns
• Demonstrates self-learning ability to develop technical ability and self-improvement.
• Stays informed about industry practices

Essential Applications:

• Good data entry skills. (type 30-40 words per minute)
• General Computer Skills, Microsoft Office and operating systems a plus

Work Environment and Physical Demands:

• General office environment.
• Considerable stress may occur at times, but no special physical demands required