Technical Support Analyst

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.

Job Requirements

  • Must have 5+ years of enterprise SaaS application support and related experience in a fast growing company in a 24/7 environment.
  • Must possess a strong customer service attitude and excellent written/verbal communication and interpersonal skills.
  • Strong research, analytical, multi-tasking, follow-up and problem solving skills.
  • Ability to work in a fast-paced and changing environment that requires concurrently managing various tasks and priorities.
  • Ability to effectively manage and escalate customer issues towards resolution.
  • Proficient in Technical Support process and protocol with strong commitment to customer satisfaction.
  • Ability to communicate effectively with customers at all levels from end user to senior management.
  • Experience in web-based technology; programming skills in HTML, CSS, Java and XML a strong plus.
  • Travel industry experience a plus but not required.
  • Bi-lingual or Multi-lingual (Spanish/Portuguese) a plus.
  • The successful candidate will have a BS degree in related field or equivalent experience and possess a broad range of experience and expertise in technical support at both startup companies as well as in large established companies.

How to Apply

Please email your resume (as an attachment) to employment@ezRez.com with the subject "Technical Support Analyst" for immediate consideration. Please note that at this time we are not considering candidates that will require employer sponsorship to work in the United States. No calls from recruiters/agencies please. ezRez Software is an equal opportunity employer.