SMS|Host Support Specialist

The Product Specialist is responsible for providing 1st level support to customers ensuring that their issues are resolved quickly and completely in an upbeat and professional manner. The Product Specialist is responsible for professionally responding to technical support requests and assisting with other technical work including installations and upgrades. They are required to ensure integrity and trust when providing these services. This position requires a willingness to work varied shifts including overnights and weekends. The incumbent may also be called upon to work on special projects or take on additional tasks from time to time. The successful candidate will be a strong communicator who will strive toward self-development.


Reporting to the Support Manager, the core responsibilities of the position are to:

  • Provide 1st level telephone support, analyze reported issues and provide accurate problem solving for their issues
  • Provide customer support via approved communication methods for issues reported to the Client Services Support Centers
  • Provide weekday, overnight and weekend pager support coverage as required
  • Maintain CRM with complete and accurate documentation for all issues and correspondence relating to a reported customer request
  • Uses logic and methods as necessary to solve basic problems and provide accurate solutions
  • Maintain confidentiality in all matters related to personnel, company operations and financial matters, both for customers and for Springer-Miller Systems
  • Submit and follow-up on case escalations as required with a drive for results
  • Assist in remote upgrades for existing sites. This involves close interaction and organization with IT management and administration along with all levels of hotel personnel
  • Complete assigned cases and projects in a timely manner using well developed time management skills
  • Other duties as assigned


  • Minimum of a high school diploma is required
  • College degree in computer science and/or other relevant field is an asset
  • Minimum of 2 years’ experience in a call center
  • Working knowledge of computer software, hardware operating systems, network communications and MS Office Suite
  • Working knowledge of network technologies, Windows Server, IIS/Web Technologies, Databases and SQL
  • Experience with Crystal Reports and/or InterBase is an asset
  • Experience with hospitality software systems is an asset
  • Bilingual ability is an asset – Fluency in English and other languages such as French and Spanish are advantageous


  • Problem Solving
  • Time Management
  • Drive for Results
  • Integrity and Trust
  • Listening


Applicants can email – attn: Jason Schieck.

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