HA Systems & Support Technician – Level 1 / L1 Agent Billingual (English / Spanish)

Job Posted: 11.06.2021 1:16:43

Systems & Support Technician – Level 1 / L1 Agent Billingual (English / Spanish)

Duties:
   – Guest Support (1st contact: answer inbound calls, provide chat support, provide email support)
   – Perform B2B Helpdesk Support for Hotel Staff (1st contact: answer inbound calls, provide chat support, provide email support)
   – Perform Equipment outage monitoring, reporting & troubleshooting
   – Complete assigned tasks in a timely manner

Priorities:
                1. Answer, troubleshoot and resolve, or escalate Inbound Hotel Staff Support calls as needed & document via ticket entry in the Control Panel
                2. Answer, troubleshoot and resolve, or escalate Inbound Hotel Staff Chat Support conversations as needed & document via ticket entry in the Control Panel
                3. Answer, troubleshoot and resolve, or escalate Inbound Hotel Staff Support emails as needed & document via ticket entry in the Control Panel
                4. Answer, troubleshoot and resolve, or escalate Inbound Guest Support calls as needed & document via ticket entry in the Control Panel
                5. Answer, troubleshoot and resolve, or escalate Inbound Guest Chat Support conversations as needed & document via ticket entry in the Control Panel
                6. Answer, troubleshoot and resolve, or escalate Inbound Guest Support emails as needed & document via ticket entry in the Control Panel
                7. Acknowledge, troubleshoot & report to the property, information related to notifications viewed via the Equipment Outage Monitor and document status of down equipment and subsequent reporting of the issue to the property, in the maintenance log.
                8. Acknowledge, Start, provide complete documentation of work performed & Complete Tasks assigned via the Task Tracker in the Control Panel
                9. Follow the directives of team leadership reporting up chain of command as follows: Team Leader then Supervisor then Manager.  If you escalate to the next level make sure the previous levels are on copy.     
              10. Take initiative to work with team leadership, and to study independently, to advance knowledge and skill-sets.

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