Customer Support Representative (San Diego, CA)

Here's the gist...

Working in a fast-paced call center environment, the Customer Support Representative is primarily responsible for assisting existing customers with their technical support needs. The Customer Support Representative will perform a question diagnosis while guiding users through step-by-step solutions. Being an expert in the RMS Hospitality Suite, support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Reporting directly to the Customer Support Manager, a Customer Support Representative will provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The successful applicant will have a positive attitude, a desire to work as efficiently as possible and excellent communication skills. If you have worked in a fast-paced office in the past and you enjoy problem resolution, we’re excited to talk with you.

Responsibilities

  • Become an expert in RMS Hospitality Suite and software products and modules.
  • Manage heavy inbound and outbound call volume.
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Troubleshoot software issues, internet connectivity and light hardware troubleshooting.
  • Log and respond to customer service requests in a timely manner.
  • Manage and maintain client records.
  • Setup and troubleshoot multiple software modules including but not limited to Quickbooks, Boomgates and Point of Sale terminals.
  • Thoroughly explain and guide clients through resolution options in a clear and concise manner.
  • Other duties as assigned by the Supervisor.
  • Strong analytical and problem-solving skills required.
  • Conflict resolution, troubleshooting and conflict management.
  • Ability to work in an ever changing fast paced work environment with a contagious positive attitude.
  • Detail oriented, well organized, and ability to multitask in a results oriented business environment.
  • Excellent written and verbal communication skills.
  • Efficiently manage time to focus on customer activity requirements and requests.
  • Work independently as a self-starter, motivated member of the team.
  • Demonstrate accuracy and thoroughness and monitor own work to ensure quality

A little more about you...


  • 2-3 years of experience in Help Desk, Customer Support, Technical Support or similar role.
  • Minimum of 1-2 years Hospitality experience: Hotel, Food and Beverage, Customer Service. 
  • Experience working with a Property Management System, Point of Sale System, CRM, and/or Help Desk ticketing system.
  • Advanced computer skills including a high degree of proficiency in Microsoft Word, Excel, Outlook and PowerPoint
  • Detail oriented, highly organized and ability to multi-task in a results-oriented business environment
  • Excellent written and verbal communication skills
  • Strong analytical and problem-solving skills
  • Efficiently manage time to focus on position activities and requests
  • Ability to identify, prioritize and focus on critical tasks.
  • Work independently as a self-starter, motivated member of the team
  • Persuasive, confident oral communicator and a contagious positive attitude.
  • Demonstrate accuracy and thoroughness and monitors own work to ensure quality.
  • Energetic professional who does not mind wearing multiple hats.
  • Experienced in handling a wide range of administrative and executive support related tasks and able to work independently with little or no supervision.

Ready to Apply?


Email your resume to careers@rmsnorthamerica.com and we'll be in touch!