About the role

Product Support Specialist supporting hospitality clients using WebRezPro property management software. Resolving issues through phone, email, screen sharing, and Zendesk.

Responsibilities

Serve as the first point of contact for customers through phone, email, and screen sharing
Support and guide clients using WebRezPro software
Keep current on all WebRezPro features and functionality
Document client interactions, issues, and resolutions accurately in Zendesk
Collaborate with Programming and Sales teams to ensure a positive client experience
Take on additional tasks as priorities shift or business needs change
Maintain the schedule needed to provide consistent client support
Provide additional coverage through the required Standby program

Full-time position working four (4) 10-hour shifts per week
Schedule may include weekends and holidays as part of regular rotation
Participation in a Standby program is required
Familiarity with property management systems is highly preferred
Strong critical-thinking and problem-solving skills
General understanding of computer systems, hardware, and networking
Previous technical support experience is strongly preferred
Ability to prioritize tasks and manage multiple requests in a fast-paced environment
Thorough knowledge of computer software, hardware, internet applications, networks, and operating systems
Strong work ethic and ability to work independently in a remote setting
Must have experience in support and/or customer relationship management
Ability to understand software products, including Microsoft Office and Google Workspace
Experience in hospitality or tourism industry is desired
Comfortable working collaboratively as part of a fully remote team
Three (3) years customer-facing experience, ideally supporting software applications