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Drawing from our roots in the people powered hotel business, Hotel Effectiveness is the rapidly-growing Atlanta based software company with a human touch. Our people are down to earth, inquisitive, curious, and above all, just caring and genuine – no jerks here. We like spending time together and jumping into the next big challenge side-by-side… be it a new release, a complicated customer activation or a spirited game of pickleball. 

Collectively our team creates, sells and supports software that gives hotels everything they need to manage labor costs. We're thirteen years young and have never stopped innovating and growing, with our suite of products now used by over 5000 hotels. We are looking for a new TECHNICAL SUPPORT ANALYST to join us. If our worldview feels like it might match yours let's get to know each other! 

YOUR CHALLENGE

Over 50,000 hotels need help building a perfect team and controlling their labor costs, and the Technical Support Analyst is critical to making this happen because our solutions are new to many in the industry, and they need help using them successfully. 

In the Technical Support Analyst role, you will assist customers with general software usage questions, provide system support, and assist in resolving technical issues. This is an entry-level position for someone who is detail-oriented and has great communication skills. It will be an excellent position for someone who enjoys technology and who has limited or some experience in either technical/customer support roles or in hotel customer support.

WHAT KINDS OF THINGS WOULD YOU BE DOING PRETTY REGULARLY?

• Resolve customer support tickets submitted via email or phone
• Assist users with login problems
• Answer basic questions about our online products and services
• Assist customers with questions regarding labor and payroll reporting
• Assist customers who are having issues using their time clock
• Maintain inventory and assist with shipping of time clock hardware
• Research and reproduce system errors reported by customers
• Identify and escalate system errors
• Provide product improvement feedback to the Product Development team
• Come up with new ideas and views on how we can innovate to support our customers even better than we currently do
• Talk, slack, zoom and good old face-to face-chat about ideas, challenges, work, life and who knows what. If you join us, you'll be part of our community

WHAT YOU WILL NEED TO SUCCEED

• High school diploma or GED
• Literate in spoken and written English
• One to three years' experience in hotel front desk, guest services, or supervisory role, or one to three years' experience in software technical support
• Reliable transportation and attendance
• Positive and professional demeanor

IT REALLY HELPS IF YOU ALSO HAVE…

• Associate or Bachelor's degree
• Experience in a training role
• Experience using a CRM such as Zendesk, Salesforce, or similar

IF THIS SOUNDS LIKE YOU AND MAKES YOU SMILE, YOU'LL FIT RIGHT INTO OUR COMMUNITY

• You're CURIOUS about what you don't know
• Close friends and work colleagues would say you're FRIENDLY and CARING
• You appreciate hearing DIFFERENT POINTS OF VIEW and spending time with a diverse community of people, whom might be really different from you 
• You care about the SUCCESS OF THOSE AROUND YOU as much as your own
• You love SPENDING TIME WITH OTHERS ON YOUR TEAM – listening, sharing, coaching, firefighting and of course, having fun!
• Seeing results from WORK YOU COMPLETED WITH YOUR TEAMMATES jazzes you up
• You love change, love the excitement that comes from being part of something as it's being built, and SEE LIFE AS A WORK IN PROGRESS
• You like working in an environment with a little structure, but also one where you can COLOR OUTSIDE THE LINES
• You take your work seriously, but you DON'T TAKE YOURSELF TOO SERIOUSLY
• You are good at PROBLEM-SOLVING with varying or incomplete information; many support team members are gamers as a hobby

... AND FOR YOU

• A full time role on our team of innovators with competitive salary
• Being part of a diverse team that is one of Hotel Tech Report top 10 places to work and Inc. magazines top 5000 fastest growing companies
• Generous PTO, where time off means time to disconnect
• Health, vision, dental and FSAs for you and your family
• 401K for you, matched by us
• Extra parental leave for when it's time
• An exceptional, pet-friendly workplace, filled with snacks, drinks and natural light, located on the 8-mile Big Creek Greenway in metro Atlanta