Technical Services Specialist (SaaS)

Location: Scottsdale, Arizona, United States. Onsite role in a 24/7 support center; availability for day, night, and weekend shifts is required.

Company

hirify.global operates a global lodging franchise business, and SkyTouch Technology provides a cloud-based SaaS hotel property management system.

What you will do

• Respond to incoming service requests by phone and through the incident tracking system within published service levels.
• Provide technical support, knowledge, and escalation assistance to customers, Tier 1 support, system implementers, trainers, and sales executives.
• Restore application and business services during outages, troubleshoot issues, and identify root causes.
• Manage incidents from creation through resolution, document actions, and maintain professional customer interactions.
• Monitor escalations outside the Service Desk, direct customers to self-help resources, and identify training needs.
• Make real-time decisions and manage multiple issues in high-pressure situations.

Requirements

• Experience in a customer service or support desk environment.
• At least 1 year of experience troubleshooting software and hardware; experience with multiple software programs is preferred.
• Excellent verbal, written, and listening communication skills, customer-service skills, and telephone etiquette.
• Attention to detail and proficiency with Windows and Microsoft Office applications, including Outlook and Excel.
• Ability to make critical decisions, follow up with customers, follow directions, conduct research, work independently, and adapt to change.
• Ability to manage multiple projects simultaneously and work under pressure or for extended hours.
• Experience with property systems, accounting, management, hotel operations, or equivalent technology services and support.
• Experience with Windows operating systems and Microsoft SQL Server.
• Availability to work days, nights, and weekends as necessary.

Nice to have

• Two years of progressive post-high-school education at a college or university leading to a degree.
• Hotel front-office or training experience.
• French, German, or Spanish bilingual ability.
• Experience using trouble-ticket software such as Remedy.

Culture & Benefits

• Medical, dental, and vision coverage.
• Paid leave and time off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance.
• Retirement and health savings benefits.
• Employee recognition programs.
• Discounts at Choice hotels worldwide.
• Values include respect, integrity, curiosity, listening, speed, and bold decision-making.