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Product Specialist

Location: Henderson, Nevada
Job # 8414987
Date Posted: 11-16-2016
The Support Specialist is responsible for providing 1st level Support to our customers for our suite of hotel/hospitality products. SMS has been developing its Property Management Software for over 30 years, and the primary expectations of the Support Specialist are:
  • Learn our products thoroughly in order to provide 1st level support (primarily via telephone in a call center environment) by diagnosing reported issues with the software or answering how-to questions
  • Availability/flexibility for either a Swing or Overnight shift, as we are a 24/7/365 operation
  • Maintain cases within Salesforce (our CRM) with complete and accurate documentation and correspondence
  • Maintain confidentiality of our clients and organization
  • Submit and follow-up on case escalations as required
  • Complete assigned projects in a timely manner
  • Improve personal knowledge using a variety of methods (i.e. watch training videos, self-study, experiment on temporary systems, search the Knowledge Base, review documentation, ask other Specialists, etc.)
  • Other duties as assigned
The ideal candidate will have excellent communication skills with experience in a call center, a technical background (i.e. enjoys working on computers and/or computer software), and Hospitality/Hotel Operations experience.  
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