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Support Consultant

About StayNTouch, A Shiji Group Brand 

StayNTouch provides innovative software solutions to the hotel industry aimed at re-thinking the entire interaction between the hotel and their guests. We do this by leveraging the convergence of SaaS/Cloud, tablet and touch computing, as well as guest mobile phones to manage all staff and guest touch points on a single platform.

The Support Consultant is a dependable, adaptable, resourceful advocate for our customers.  A successful Support Consultant enjoys interfacing with people, solving problems, is passionate about customer service and wants to grow within a business development/client services profession.  This position will help handle escalated customer cases and use excellent diagnostic and troubleshooting skills to ensure clients are successful in using and understanding StayNTouch applications. The Support Consultant acts as a liaison between Client Services and the Engineering team and serves as the voice of the customer into engineering. 

Responsibilities:

  • Troubleshoot, diagnose and resolve client issues.
  • Facilitates the entire call resolution process from initial contact (call or email) to final resolution.
  • Investigate, log and monitor bug reports from discovery through resolution.
  • Escalates issues, as needed, to appropriate Client business units and Service Providers and document requests following established procedures.
  • Manage customer expectations and maintain high customer satisfaction.
  • Work on-call and weekend shifts on rotation

Key Qualifications:

  • Bachelor’s degree and/or equivalent working experience
  • 2+ years of experience in customer support with a B2B or B2C software business
  • Experience handling support escalations to engineering teams
  • Previous experience working directly with business clients
  • Ability to diagnose, simplify and explain complex issues
  • Demonstrated troubleshooting and problem-solving skills
  • Excellent verbal and written communication skills
  • Strong analytical skills and experience with reporting and data analysis
  • Strong organizational skills and the ability to work to deadlines in a fun fast paced working environment

Ideal Attributes:

  • Familiarity with trouble ticketing systems (Jira, Bugzilla, FreshDesk, ZenDesk, etc.)
  • Experience in a SaaS software company

Experience in the hospitality industry, preferably OPERA PMS

Apply for this position

Content Writer / Technical Writer

About StayNTouch, A Shiji Group Brand 

StayNTouch provides innovative software solutions to the hotel industry aimed at re-thinking the entire interaction between the hotel and their guests. We do this by leveraging the convergence of SaaS/Cloud, tablet and touch computing, as well as guest mobile phones to manage all staff and guest touch points on a single platform.

We are looking for a prolific and talented content writer to produce, edit, and publish various types of content to ensure new and current clients can confidently use our products at their properties. Your specific areas of expertise will include making videos, creating how-to articles, coordinating and marketing webinars, and the like.  This role requires a high level of creativity, attention to detail, and project management skills.

Responsibilities:

  • Publish release notes every three-weeks; effectively communicate new functionality as well as inform users of relevant updates to our suite of products (Rover PMS, Rover Overlay, Zest Web, and Zest Station).
  • Build out and regularly review/revise the content in our client-facing portal, which includes instructional articles, videos, and PowerPoint slides.
  • Manage, market, and coordinate weekly “knowledge-transfer” webinars.
  • Prepare and post announcements that inform users of scheduled and unscheduled outages as well as other relevant communication via our announcement board.
  • Provide regular, helpful content while collaborating with Product Managers to produce resources that meet the needs of various key stakeholders.
  • Assist with special writing-specific projects as requested by other departments.

Requirements:

  • BA/BS degree and a minimum of 1 years’ experience in a writing-related role, preferably in a technical writing or content writing position.
  • Past experience producing content from scratch, including instructional guides, how-to videos, and PowerPoint presentations.
  • Knowledge and experience managing multiple projects and changing priorities.
  • High proficiency when creating content with Camtasia (or another video creation/editing software), Adobe Acrobat, Photoshop, and Illustrator.
  • Ability to bridge gaps internally to effectively communicate changes and updates to team members all over the globe.
  • A “can do” attitude and proactive nature that will ensure the correct information is communicated to both internal and external stakeholders.
  • The successful candidate will be highly creative, an excellent writer, process-driven, and extremely organized.

Implementation Consultant

About StayNtouch, A Shiji Group Brand 

StayNTouch provides innovative software solutions to the hotel industry aimed at re-thinking the entire interaction between the hotel and their guests. We do this by leveraging the convergence of SaaS/Cloud, tablet and touch computing, as well as guest mobile phones to manage all staff and guest touch points on a single platform.

The Implementation Consultant is responsible for taking the client requirements from the beginning of the project and implementing the project deliverables to meet the client’s objectives. The Implementation Consultant is an active participant in all areas of the Implementation process and in addition to working with the client, often works closely with a variety of internal and external partners. The Implementation Consultant manages several client implementations at once with staggered project starts. The Implementation Consultant will travel 75-80% of the time. Prior implementation/installer experience with another hotel/ hospitality suite of products.

Responsibilities:

  • Understand client expectations and client requirements when the project begins.
  • Set up and configure a client’s solution.
  • Train client staff and system capabilities and best practices.
  • Manage all activities related to client on-boarding services including delivery and oversight of all project planning, technical integration with StayNTouch clients, and technical support to ensure the successful deployment of the StayNTouch solution for clients.

Key Qualifications:

Bachelor degree and/or equivalent working experience

3+ years implementation experience with Hotel Software

Experience implementing communication solutions

Experience in delivering client-focused solutions based on customer needs

Excellent verbal and written communication skills

Strong analytical skills and experience with reporting and data analysis

Strong organizational skills and the ability to work to deadlines in a fun fast paced working environment

Experience in the hospitality industry or hotel software experience is a must

Ideal Attributes:

Experience in a SaaS company related to hospitality

Experience in hotel operations

Experience promoting business software

Apply for this position 

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