Tier 1 Network Support

** Data Tier 1 Job Role (Network Support Analyst) **

Job Summary:
Provides customer support to end-users at the properties we support, open tickets for unresolved guests/residents’ issues, take staff calls for staff requests, initial triage for device failures and system outages. To also help resolve device issues and outages at layer 1 - physical troubleshooting. This role reports to the Network Support Lead
Essential Job Functions and Responsibilities:
- Handle inbound hotel guest/resident internet connectivity calls, answer calls from staff, technicians, 3rd Party vendors, etc.
- Perform layer 1 troubleshooting on network outages, PMS issues, NUC offline, and down switches and escalate unresolved reported issues to Tier 2.
- Make Outbound calls to troubleshoot down equipment – Follow escalation best practices for Priority 1 issues and related urgent cases. Follow up on unassigned cases and disconnected calls and request the hotel to post charges for internet fees and follow-up on disconnected calls.
- Strives for 90% resolution of customer questions and requests on first call.
- Ensures excellent customer service experience with strong interpersonal skills, empathy and patience.
- Demonstrates sufficient composure to remain respectful and diffuse angry, stressed, or frustrated callers.
- Ability to make creative leaps in reasoning when the application of logic fails to produce a satisfactory resolution.
- Assist with customer reporting on high profile brand accounts (i.e. Hilton, Marriott, Montage)
- Consistently treating all contacts, internal and external, professionally, honestly, and respectfully.
- Accepts ownership and accountability of position responsibilities and strives to deliver results for customers that establish high standards, credibility, and quality performance.
- Other miscellaneous duties as assigned by management.

Knowledge/Skills/Abilities:
- Excellent written and spoken English (non-accented)
- Excellent telephone, verbal, and written business communication skills
- Conflict resolution and problem-solving skills required.
- Customer service oriented with good interpersonal skills; able to respond promptly to client needs, follow through and resolve issues in a pleasant and helpful manner.
- Good logic and ability to understand basic troubleshooting concepts
- Highly detail oriented, organized and process focused with ability to multi-task.

Required Qualifications:
• One-year technical school or equivalent
• 1-2 years of experience in data/HSIA Technical Support.
• CTC Network 101
• Cust Svc Training 101 – CTC Training
• Prior Salesforce experience is a plus