Our North American Office, located in Atlanta (Midtown), is currently looking for a:
Customer Relations Agent
Under general supervision, in a 24/7 in-bound call center environment, Customer Relations Agents provide technical and functional problem resolution to customers by performing a question diagnosis, prioritizing and logging cases and incidents. Solutions include resolving security issues, verifying interface communications with third party systems, assisting with navigating around application menus and assisting with procedural questions. Support is provided by clearly communicating technical and functional solutions in a user-friendly and professional manner.
Primary Roles and Responsibilities:
To provide 1st line technical and functional support; answering support queries via phone and email.
Support users remotely.
Maintain a high degree of customer service for all support queries and adhere to all service management principles.
To take ownership of user problems and be pro-active when dealing with user issues.
To log and prioritize all calls in a call logging system.
Maintain a log of any software or hardware problems detected.
To escalate more complex calls to the Shift Leader on duty.
Desired skills and Experience:
Experience in the hotel industry (1-3 years)
A secondary language (Dutch, French, German, etc.) works in your favor
Previous Helpdesk (telephone support) experience
Excellent telephone manner
Strong working knowledge of Microsoft Visual FoxPro and/or Microsoft SQL Server
Knowledge of Property Management Systems and Central Reservation Systems
A "Hands on" approach and willingness to learn
iTesso is a global provider of advanced software solutions to the global hospitality industry.
For over two decades we have been providing our groundbreaking solutions to hotels and hotel chains worldwide. Some of our customers include IHG (EMEA), Best Western International (Global), Coast Hotels (USA/Canada), Van der Valk Hotels (Europe), Bastion Hotels (Netherlands) and Golden Tulip (Global), among others.
We are the only provider in the industry capable of supplying a comprehensive hotel software solution. We offer everything from GDS connectivity with our own chain code to our revolutionary Cloud-based Enterprise Lodging System (PMS) iTesso.
With offices worldwide, we are able to support global hotel companies in rolling out a single chain-wide solution. Dedicated to providing local support as well, our regional offices are located in Breda, The Netherlands for the EMEA region, Atlanta, GA for the Americas, and Sydney for Asia-Pacific.
Our mission is to provide the best possible software and user experience with a solution that is available globally -- all without losing the personal, local touch!