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Technical Support Analyst

Richmond Hill, Ontario, Canada | Client Services

Job Description

Description

Book4Time is looking for highly motivated individuals to join our product support team!  We are looking for individuals with excellent client communication skills, troubleshooting and problem solving skills.  In this position you will learn the ins and outs of the Book4Time software platform, review and troubleshoot client issues, while providing timely client follow ups and resolutions by phone and email.

Responsibilities

  • Monitor incoming support requests, via phone and automated support system
  • Provide clients with 1st level support, guidance and/or training, leading to a resolution
  • Understand, investigate and troubleshoot client concerns
  • Work with clients to gather more information and details to recreate scenarios
  • Collaborate with and assist technical staff with troubleshooting escalated issues
  • Document resolutions on issues within internal support knowledgebase
  • Provide regular and timely updates to clients on open issues and resolutions
  • Analyze and document new feature and product enhancement requests
  • Work on a weekly rotating shift between 8am and 6pm EST

Desired Skills

  • Strong analytical approach to troubleshooting
  • Excellent written and oral communication skills
  • Strong customer facing support skills
  • Self-driven attitude, motivated to learn and acquire new skills
  • Ability to work in a team atmosphere, take initiative, set priorities
  • Bachelor’s/College Degree in Computer Science/Information Technology or equivalent technical support experience

Nice to Have Skills

  • Knowledge of Spa Management Software
  • Knowledge of Hotel Management Systems, Opera, Galaxy, Springer-Miller
  • Knowledge of network connectivity, routers and firewalls
  • Working knowledge of HTML, CSS and JavaScript an asset.

Perks

  • We are a young fast paced start-up environment with many opportunities for growth and development
  • We offer a company lunch and learn every 2 weeks
  • Tight knit team with monthly social events and outings

Company Description

Book4Time is the leading provider of cloud-based spa management solutions the world’s most exclusive spa brands in over 30 countries. At Book4Time, every client opportunity starts with a bespoke experience catered around your most pressing business challenges.

Major accounts include Starwood Hotels & Resorts, Hyatt, Four Seasons, Steiner Leisure and Red Door Spas.

 

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