Application Support Specialist, Guestline

• You're a great communicator - you can translate technical jargon into non-technical terms when communicating through written channels and verbally
• You know how to do this - you have workable knowledge of IT, Software and Services Desks to support your transition (we’ll teach you our software and approach – your personality, passion and determination are they key to delivering exceptional service to our customers)
• You’re a self-starter – You can deal with ambiguity, working from your own initiative with a proactive approach
• You’re a problem solver – you keep an eye on the detail to deliver relevant and timely resolutions
• You’re super organised – you have the ability to manage multiple investigations ensuring you prioritise workload accordingly
• You relentlessly think Guest – you put a customer lens on all that you do. You have the ability to understand the problems of our customers and use your expertise to guide them to the best outcome
• You’re kind – one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed
• You’re bold and prepared to drive change – you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not averse to trying new things in order to deliver the best possible service
• You’re tech-savvy – you’re adaptable to learning new technologies, terminology, and take an interest in software development, back-office tools and script development
• You’ve got a curious mind– you read around your subject and default to open when it comes to sharing knowledge
• Previous experience of working in a Support Desk environment and the use of associated Support Desk software & processes

Desirable

• In this role you'll be on the front line of our customer interactions, providing support for our PMS and EPOS systems
• You'll be joining our Support Team which is made up of passionate individuals driven by our customers and the hospitality industry
• The team is responsible for troubleshooting and resolving issues that arise from our bespoke full product suite including our award-winning Property Management System (PMS), our Electronic Point of Sale System (EPOS) and our many interfaces to 3rd party systems such as phone, door locking and heating systems to name a few
• Be an expert in ZenDesk by logging, investigating, and closing tickets logged by customers, internal staff, and 3rd parties with a high level of accuracy and detail
• Handling customer interactions through email, live chat and phone calls
• You’ll use your previous service desk experience to understand and engage with our customers, offering a high-quality, courteous level of service across all channels
• You’ll liaise with our 3rd Line Support Team, ensuring an appropriate handover whenever you have a challenge that needs to be escalated
• Data security is one of our highest priorities, you will commit to upholding best practice around GDPR and PCI principles

• A 30-minute call with a member of our PeopleOps team to get to know you a little better
• You’ll spend 45-minutes with a Support Team Leader (all virtually!) to understand the operation and how we work at Guestline
• You’ll meet with our Head of Customer Success for 30-minutes to conclude the process