Job Description

This role is full-time onsite in Markham, Ontario (Canada). Please do not apply if you are not comfortable with this aspect of the role, including daily commute to our Markham office.

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Reporting to the Manager, Client Services, the Application Support Specialist is responsible for assisting Application clients with the effective use of Maestro products and providing clients with prompt, effective resolution of all technical issues with respect to Maestro applications.

Primary Responsibilities:

• Is a subject matter expert on Maestro products and applications.
• Provides support to end-users in the identification and resolution of application related issues.
• Leads all efforts as they pertain to incident resolution, escalation of complex issues and provides advice on tactical and strategic solutions.
• Delivers an exceptional level of Application support to all clients and internal teams.
• Provides regular and proper communication to customers throughout the resolution process.
• Adheres to process of reporting incidents for fixes and incidents vetted before submitting to Quality Assurance.
• Participates in the on-call schedule to provide afterhours client support.

Skills & Competencies: Qualifications & Skills

• Experience in the hospitality operations is required
• Experience working with Property Management System (PMS) considered an asset is required
• Minimum 2 years of work experience in the hospitality industry is required
• Experience/involvement with new system implementation considered an asset
• Hotel Front Office/Reservations, Night Audit, Hotel Accounting and Hotel Sales and Catering knowledge and or SPA is preferred
• Hotel online marketing knowledge including Booking Engine and GDS a plus
• End user support in a help-desk environment, preferably in a call center
• After hours pager support (on rotation) and ability to do shift work
• Previous experience in Maestro PMS will bring a candidate to the forefront for selection
• Excellent communication/written skills, and the ability to understand technical issues and articulate industry operational/technical solutions to clients
• Limited travel is required when supporting our clients on-site. Daily duties include client support and assisting Maestro Support Managers in resolving client application support issues.
• Effective communication (written & verbal) and interpersonal skills
• Highly service-oriented with exceptional customer service skills
• Can-do attitude, strong time-management skills and ability to work quickly under pressure
• Strong proven experience in critical thinking, formal incident and problem management
• Ability to work independently as a self-starter, and within a team environment to brainstorm and collaborate
• High ability to multitask, remain organized and prioritize effectively under pressure
• This position requires strong troubleshooting, analytic and diagnostic skills, along with solid communication skills.

Minimum Qualifications:

• Minimum 2 years hospitality experience required preferably in Front office operations
• Supervisory or management level hotel experience for at least 1 year

Fullsteam recognizes that your health and wellbeing are a priority. This is why we offer a full suite of benefits that include:

• Medical

• Extended Health and LTD plan

• Dental

• Vision

• RRSP (with employer match)

• Health Spending Account

• Flexible paid time off

This posting is for an existing vacancy and will remain open until filled.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.

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