| Web Site: | www.ezrez.com |
|---|---|
| Industry: | Software |
| at EzRez Software |
| Location: | 50 First Street Seventh Floor San Francisco, CA 94105 |
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| Description: | Summary We are looking for candidates who want to learn about our industry and the system we use to support our clients. As a member of our Technical Account Support Team, you will be responsible for support of our global client base. You will have the opportunity to learn about the ezRez software platform and how our global customers use technology to market their travel services. An interest in working with international clients and working with individuals of different cultures is essential. Responsibilities include: Job Responsibilities - Proactively work with development, QA, and IT departments to resolve assigned client issues in a timely manner. - Using our proprietary CRM, the role will provide e-mail and phone support. - Ability to prioritize issues and requests to ensure client satisfaction. - Apply root cause analysis and system expertise to effectively address client issues. - Clearly and concisely communicate status updates and issue resolution to our client partners. - Understand our client's business model, organization, baseline technical environments, and key systems and must be able to link the impact that ezRez products have on these areas. (Training to be provided.) - Develop and maintain an excellent relationship with clients and become an information resource for their operations teams. - Display enthusiasm and promote a friendly working environment. - Actively contribute to the ezRez Client Services team by sharing best practices, process improvements and knowledge gained by working with our clients. - Once trained, you will act as a subject matter expert to other employees in global ezRez offices. - Constantly sharpen product and system knowledge and remain current on new technologies. - In order to support our global clients 24/7, may include early morning, evenings, nights, weekends and holidays or a rotating on-call schedule - Have very strong helpdesk background and have exposure to tools like Remedy Job Requirements - Bachelors degree (computer science preferable). - Must have 5 years of technical support and helpdesk experience in a fast growing company supporting customers 24x7. - Good research, analytical, multi-tasking, follow-up and problem solving skills. - Strong verbal and written communication skills with great attention to detail. - Good listener. Able to filter information and extract the key issues from the complete message. - Ability to communicate effectively with support staff and development teams, clients and management. - Ability to make sound decisions based on research (good judgment skills) - Self-starter with the ability to work both independently and as part of the team. - Ability to complete assignments on a timely, cost-effective basis. - Experience in web-based technology, programming, web design a strong plus. - Travel industry experience a plus. - Bi-lingual or Multi-lingual(Spanish/Portuguese) a plus. |
| 9/30/2009 |
