Technical Support Lead
RemoteUnited States, Maryland, BethesdaOperations
The Technical Support Lead works within a team responsible for helping clients realize maximum value from their investment in the myDigitalOffice platform. The Technical Support Team Lead is responsible for overseeing the daily operations of the technical support activities, as well as participating as an active member of the team. As a team lead, this position will partner with other members of the Customer Success team to deliver exceptional support to customers. Leading by example, the Team Lead will organize work, handle escalations, and take ownership of the completion of Support tasks.
The Technical Support Lead exhibits a customer focus, detailed knowledge and experience in the hospitality industry, strong communication skills, and the drive to help build a scalable technical support pro
This role is remote and reports directly to the VP of Customer Success.
Oversee the day-to-day operations of the Technical Support team
Act as a senior agent who will drive customer satisfaction across all customers
Provide direction and feedback to other team members
Be the initial point of contact of technical escalations
Record and track team SLAs and workflows
Provide support for both internal and external customers
Clearly communicate and track escalated issues to other team members and Development/Product.
Ensure that all customer inquiries and issues are resolved correctly and promptly
Implement customer support processes to drive efficiencies and improve customer satisfaction
Company Description & Benefits
myDigitalOffice (MDO) is a cloud-based information management platform that brings together data from multiple hotel systems, enabling hospitality professionals to access their hotels' data from one place and in real time. In addition to being the one-stop shop reporting hub for hoteliers, MDO also provides digital document and contract management services that streamline the auditing process, eliminating the need to print and store documents. MDO’s mission is to help hotels drive operational efficiencies through innovation and advanced technologies that contribute to the industry’s sustainability initiative.
MDO provides Healthcare including Vision and Dental, PTO, and paid Holidays and floating Holidays. Other benefits include open, collaborative work environment that promotes learning and innovation, flexible work hours, ability to work from home as needed, and the ability to learn while on the job.
Qualifications / Knowledge of:
Superior communication skills, both oral and written
Critical thinking capability with a problem-solving mindset
Ability to self-manage and escalate issues when required and manage multiple priorities
Sense of urgency to manage and correct customer issues
Able to work with cutting edge technology and assimilate information rapidly
Understanding of hospitality practices and terminology
Take ownership of assigned responsibilities and independently execute while using good judgement when to seek help to ensure successful outcomes
Exhibit superior customer focus and professionalism, even in stressful situations
- 3-5 years of technical support experience with SaaS implementations, with customer-facing experience
Hospitality experience preferred, either General Management or Accounting/Finance
Education / Training:
Bachelor's degree preferred. A technical or business discipline is preferred
Experience with hotel technology systems highly preferred
Knowledge of multiple hotel systems, such as PMS, POS, and Accounting is preferred.