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Technical Support Lead

RemoteUnited States, Maryland, BethesdaOperations

Job description

Position Overview


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


Location

This role is remote and reports directly to the VP of Customer Success.


Responsibilities



  • 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.

Job requirements

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

Ability To:

    • 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

Experience:

-

  • 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.

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