Job Description
About Ovation Networks Ovation Networks is a Network Operations Center (NOC) that designs, installs, and supports the wireless infrastructure for properties. With most of our customers being in hospitality, we provide Wi-Fi installations for hotels both locally and nationwide. Our NOC provides three tiers of 24:7 Technical Support, ranging from End-User Support (primarily hotel guests), Installation Support, and Network Support. We are a small company where you will not be treated like just a number.
Schedule - Must be willing to work evenings (2nd shift typically 4pm-midnight), Weekends, and some Holidays.
- Job Type: Part-time up to 32 hours per week
- This position is in-office. You must be able to reliably commute to Cedar Rapids, IA.
Salary The
Guest Support Specialist (GSS) handles inbound calls, primarily from hotel and hospitality guests experiencing Wi-Fi issues. The GSS is responsible for troubleshooting several types of end-user devices such as phones, laptops and gaming consoles to get the caller connected to the internet. The GSS is responsible for creating tickets, taking notes, and resolving issues within their scope of work. If a GSS is unable to resolve the caller’s issue, they can escalate the matter to a higher-level tech within our support team.
Customer service skills are essential to this position. As an integral extension of the hotel's guest experience, we strive to consistently deliver exceptional service. This involves practicing empathy, building strong rapport with guests, and working to efficiently solve their problems.
Responsibilities - Expected to handle both inbound and outbound tech support calls, finding solutions or escalating when necessary.
- Expected to monitor dashboards (property alerts), contact properties, and assist in resolving equipment issues within scope of work.
- Expected to take specific notes within ticketing system, monitor and report on trends.
- Will learn how to prepare hardware for installation, inventory in our system, labeling and testing before installation.
- Expected to read emails and other important internal communications to understand department changes and initiatives.
Qualifications - Strong interpersonal skills to build and sustain professional, courteous relationships with customers, peers, superiors and business contacts.
- Excellent written and oral communication skills, including strong listening skills.
- Intermediate to advanced computer skills with emphasis on internet knowledge.
- Must be comfortable with several types of end-user devices: Laptops, Cellphones, Android (Phones /Tablets /Vendor Specific Devices), Apple (iPhone, iPad), OS (MAC, Windows), Gaming consoles (PS5, Xbox, Nintendo Switch)
- Knowledge of basic network hardware (Access Points, Switches, Routers, etc.)
- Ability to efficiently multi-task- you will be switching between dashboards, internal communications, and taking notes while on the phone.
- Creative thinking and reasoning ability.
- Proactive and able to manage assigned tasks independently.
Preferred Qualifications - Networking or IT experience is a plus.
- Previous Call Center experience is a plus.
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Job Tags
Holiday work, Part time, Night shift, Weekend work, Afternoon shift,