Manager, Support Operation
$70k - $80k per yearJonas Software
SpaSoft by Jonas Hospitality - Support Manager
The Support Manager supervises SpaSoft’s support operations. This person is a role model for the support team and ensures that services are delivered in a professional and timely manner. This includes providing supervision, technical consultation, and solutions for pre and post installation work. In addition to overseeing the support team, this person works closely with the Director of Client Services towards consistently improving global customer service.
The base salary for this role is $70,000-$80,000.
Job Responsibilities
- Provide leadership to SpaSoft support team in delivering excellent customer service
- Manage the case workload. Analyze, prioritize, and delegate support cases. Ensure timely responses from support team
- Serve the support and implementation team as escalation point
- Manage software distribution. Ensure that approved and up to date files are deployed at customer sites
- Maintain the team work schedule and operating environment
- Train new hires on support practices. Mentor and help staff to develop technical and customer service skills. Ensure staff is up to date on all software changes
- Develop and implement procedures to enhance efficiency, accessibility, and customer service
- Perform reviews and other HR functions pertaining to the support team with assistance from the Director Client Services
- Maintain consistently accurate case and account information in Salesforce.com
- Create and maintain technical documentation
- Understanding and orientation to total quality systems management
- Other duties as assigned
Job Qualifications
- College degree or equivalent experience required
- Two or more years of IT experience in the hotel or hospitality industry
- Demonstrated understanding of one or more of the following:
- Networks, Citrix, Windows Server O/S, Internet technologies, SQL
- Intermediate skills with Microsoft Office Suite
- Strong understanding of database systems and the ability to manage through systems
- Intermediate Crystal reports knowledge
- Experience with hospitality software systems an asset
- Excellent customer service skills with a strong customer focus
- Detail oriented and dedicated to follow-through in all work
- Patience, flexibility and ability to handle pressure while maintaining positive attitude
- Highly self-motivated to succeed, action-oriented and able to motivate others
- Willingness to enhance own performance through self-study
- Great at problem-solving and technical aptitude
- Ability to supervise, develop and direct others on a global team working varied shifts
- Number of people to supervise: 10 to 15
- Demonstrates caring about and fairness to direct reports
- Excellent written and oral communication skills
Position Details
- Business Unit: SpaSoft Canada
- Scheduled Weekly Hours: 37.5
- Number of Openings Available: 1
- Worker Type: Regular
Vacancy posted 8 days ago
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