Responsibilities
- Provide white-glove, VIP-level technical support to hotel executives, general managers, and senior leadership via phone, email, remote sessions, and ticketing system.
- Answer and manage incoming support calls promptly and professionally, delivering personalized, concierge-style service.
- Deliver exceptional customer service in every interaction, prioritizing empathy, responsiveness, and a genuine hospitality mindset to exceed expectations of high-profile clients.
- Collaborate closely with the helpdesk team to resolve issues efficiently and escalate when needed.
- Diagnose and troubleshoot a wide range of technical problems, including Windows and macOS systems, iPhone and Android devices, software applications, and networking issues (Wi-Fi, connectivity, VPN, etc.).
- Exhibit superb troubleshooting skills, quick thinking, and the ability to identify root causes under pressure.
- Maintain detailed records in Autotask (or similar ticketing system) while following and providing clear instructions to users and team members.
- Ensure all interactions reflect polished, presentable communication (verbal and written) with a focus on empathy, clarity, and professionalism.
- Participate as a team player, supporting colleagues and contributing to continuous improvement.
- Be prepared for occasional onsite visits to hotels or client locations for hands-on support or assessments (travel expenses covered per company policy, to be discussed in detail).
Benefits
- Full-time remote position with guaranteed 40 hours/week.
- Competitive compensation + benefits (details discussed in interview).
- Opportunity to work with luxury hospitality clients and grow in a dynamic, high-service environment.
- Supportive team culture focused on excellence and work-life balance.
Work Arrangement
Hybrid
Additional Information
- Position is full-time with guaranteed 40 hours per week.
- Occasional travel for hands-on support at client or hotel locations required; travel expenses covered per company policy.
- Must reside in the New York metropolitan region and be available to commute to client sites.
- Professional home setup required: quiet workspace, strong internet, headset.
- Only applicants in the New York area will be considered.
