INTELITY® is the global leader of the broadest enterprise guest experience and operations management platform for hotels, casinos, and luxury residences. We are on a mission to provide our customers with the most advanced connection to their guests while, at the same time, supporting back-of-house operations and business intelligence. Our platform is in use globally at some of the most prestigious properties in the world. We’ve been recognized as an industry leader by Built in LA, Forbes Travel Guide, Hotel Tech Report, and Travel Weekly. We have received accolades and numerous awards for our platform and leadership in the industry. We are #1 and growing fast.

We are building the next-generation platform for the guest service industry. We are looking for a talented Tier 2 Technical Support Representative to join our dedicated team and provide the exceptional customer service that is the foundation of our company. We value our team members and encourage each person to contribute ideas for improvement in daily procedures and long-term goals. Our ideal candidate will enjoy the satisfaction of using their particular skills to help people while working in a positive and encouraging environment.

Key Responsibilities:

  • Provide Tier 2 technical support of installed systems in hotels, which are operating on a 24x7x365 basis
  • Assist in the development of procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance
  • Answer customer questions by phone and email related to the Company’s platform, accurately troubleshoot issues, open support tickets, and appropriately escalate and assigning tickets to internal resources as necessary
  • Follow up on escalated tickets and verify resolution
  • Assist Tier 1 Support Team with advanced log tracing and analysis
  • Assist in the advanced troubleshooting of VPN and firewall connections
  • Work directly with the Company’s onsite implementation team during “go-live” to diagnose and resolve issues and ensure optimal system performance
  • Perform after-hours on-call support rotation, which may require evenings and weekends, and assist on-call support staff with urgent issues they cannot resolve independently
  • Analyze support calls to pinpoint issues or trends and issues with product or customer sites, providing weekly reports to the department Manager on ways to minimize such support calls
  • Maintain all documentation and procedures relating to Support, revising as needed
  • Recognize and identifies opportunities for continuous improvement and proactively propose solutions

Job Requirements:

  • A bachelor's degree in computer science or related technical field is preferred
  • 3-5 years of relevant experience in a customer-focused position involving technical knowledge of a company s products and services
  • Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access programs
  • Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
  • Excellent client-facing and communication skills (both written and verbal)
  • Outstanding communication, presentation, organization, and time management skills
  • Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
  • Ability to quickly grasp and explain technological and business concepts
  • Excellent analytical skills and ability to work independently and as a team player
  • Multilingual capabilities (Spanish, German, etc.) a strong plus
  • Travel on an as-needed basis is required

INTELITY offers competitive pay and equity for qualified candidates. We focus on creating and maintaining a fun, positive work environment where employees can grow and flourish. We offer comprehensive benefits for our employees and dependents, including medical, dental, and vision plans, flexible scheduling options, and transit and gym reimbursements. Employees also have access to Flexible Spending Accounts (Dependent Day Care and Medical) and can participate in the Company’s 401(k) Plan and our robust training and development programs.

INTELITY provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.