Online/Web Implementation Specialist

The Online/Web Implementation Specialist will be responsible for providing clients with industry leading implementation and support services for Software's line of hotel software products. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone and e-mail. The Online/Web Implementation Specialist will onboard clients to our hotel reservation website product as well as troubleshoot and diagnose issues their guests may incur with their bookings. The specialist will also implement and maintain our online channel manager product, connecting clients to various 3rd party sites such as Expedia, booking.com, AirBNB and many more.

Essential Functions

• Case Management: Implementing our cloud software for new clients and existing on premises clients
• Monitor and respond to user-reported issues as well as infrastructure alerts promptly and professionally; ensure issues are tracked through to resolution.
• Manage proactive ready-for-business checks, identify, and fix gaps, and respond promptly to failures.
• Ensure efficient incident management, ensuring accurate communication to impacted groups and timely resolution.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures.
• Liaise with external technology vendors to coordinate changes and resolve issues.
• Review, execute, and verify production changes in strict accordance with procedures defined in change documents.
• Leverage tools and resources available within the company to simplify, automate, or eliminate inefficiencies.