Hospitality Support Manager (Blueprint RF)

The Hospitality Support Manager will be responsible for providing guidance and direction of service to an assigned group of Blueprint Customers regarding all brand related issues. The primary focus is, but not limited to, providing relationship management, data analysis, advanced technical support, sales lead generation, agent development, support project management, escalation management, and retention efforts focusing on Blueprint's largest and most profitable customers. This candidate will act as liaison between customers, sales staff, support staff, development staff, engineering staff and other internal Blueprint departments. Responsibilities include support project management oversight from the customer, coordination of resources and key problem solving on issues involving Blueprint and the assigned support team. The position manages customer relationships under the guidance of company policy to ensure customer satisfaction resulting in higher retention, increased sales and business development. The position involves providing superior customer support in maintaining and enhancing relationships with hotel customers, resulting in increased volumes of sales acquisitions and overall customer satisfaction and retention. This position reports to the Customer Experience Solutions Manager.
Primary Responsibilities and Essential Functions

• 30% Customer Service
• 10% Troubleshooting
• 20% Account Management / Administrative
• 40% Brand Compliance and research

Key Tasks and Responsibilities will include but not limited to the following:

• To provide executive level troubleshooting / technical support to customers via phone, email, or other communication solutions (e.g. Chat, self-service Portal)
• To provide solutions to escalated incidents, problems, request and change tickets from Tier 1 and Tier 2 and customers.
• To provide basic to advanced troubleshooting of network related issues, computer hardware and software, network devices and other applications or devices used by the customer.
• To provide Business to Business and Business to Consumer support
• To maintain healthy business relationships with assigned Brand
• To respond to customer inquiries to determine appropriate resolution path or service improvement strategies
• To work with boundary partners to ensure a full understanding of assigned Brand requirements and standards

Blueprint RF, a division of Cox Business, is a leading provider of technology solutions to hospitality clients. Built around a team of leaders with deep industry experience and client-focused innovators, the company provides complete network solutions to meet the full, and evolving, needs of hospitality properties, staff and guests. Blueprint RF has earned an excellent industry reputation for quality network design, solid delivery and support services, and continuous innovation. With a combination of customized solutions and first-class client service, Blueprint RF brings businesses and their staff closer to the guests while improving the experiences of all.
Requirements:

• More than 3+ years IT network, wireless support experience and network administration
• Bachelor's Degree in Computer Engineering, Information Technology and other IT related courses Excellent understanding of Networking Fundamentals such as TCP/IP based networks, VLANS, switches, routers, cables, wireless, WAN, LAN, topology, firewalls, ACLs, switches and routers configuration
• Must have experience with Ruckus, Aruba, and Meraki wireless environments
• Experience with DOCSIS, GPON, and LINUX a plus
• Hospitality IT experience
• Net+, CCNA, CCDA, CCNA Wireless, CWNA, CMNA, CMNO certifications a plus
• Excellent customer service skills
• Excellent communication skills (both written and oral), with the ability to communicate professionally and confidently at all levels
• Good personal organizational skills
• Good attention to detail
• Able to multi-task, adjust to service demands
• Ability to empathize with customers
• Ability to effectively gauge priority of incident / request
• Ability to build effective working relationships at all levels
• Excellent problem-solving skills

USD 72,200.00 - 108,200.00 per year
Compensation:
Compensation includes a base salary of $72,200.00 - $108,200.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.