SpaSoft Product Support Specialist Level 1

The Product Specialist (Level 1) 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 to assist with other technical work including installations and upgrades. This position requires 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.

This position specifically requires working knowledge of MS-SQL, AWS and Cloud environments with the drive to expand and grow in these 3 streams.

Key Responsibilities:

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

  • 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 intermediate 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
  • Serve as an expert resource to other departments as required while continuously aiming to improve
  • Submit and assist with 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
  • Tasks require the application of intermediate diagnostic and troubleshooting skills
  • Level of complexity for technical issues are at an intermediate level
  • Performs case resolutions that are varying in scope and product type

Knowledge and Skill Requirements:

  • Specialization in one or more major Spasoft Interface/Modules.
  • 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
  • Well-developed and solid troubleshooting skills
  • 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
  • Working knowledge of AWS (Amazon Web Services) and Cloud computing is required
  • 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
  • Self Development

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