Technical Support Specialist

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 1,700 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.

Maestro PMS, part of the Fullsteam organization, is an established, leading provider of Hotel and Resort Property Management Software Solutions to the Independent Full-Service Hospitality marketplace. Our clients are boutique hotels, destination resorts and multi-property groups.

Since 1978, our ability to deliver superior technology and unparalleled support has helped empower hundreds of hotels and resorts internationally to increase operational efficiency, improve guest service and maximize revenue. Our Maestro PMS Cloud and Windows offerings are recognized amongst the best in the industry, and we continue to develop new ideas and products to bring value to our current clients and stay competitive to attract new ones. Northwind is a well-established profitable company that is looking for aggressive growth. Self-motivation and attention to clients’ needs will ensure your success.

The Technical Support Specialist is responsible for troubleshooting and resolving Information Technology (IT) Helpdesk tickets, including desktop hardware, software, operating system, network connectivity issues, and providing end-user support and assistance with the overall use of computerized systems.

Primary Responsibilities:

• Deploy and install Maestro application and product suite in a variety of customer environments

• Respond to technical enquiries, problem diagnosis and resolution

• Assign customer reported problems to team members and oversee their follow-up

• Participate in the on-call schedule to provide after-hours customer support

• Ensure all support calls are managed in an efficient and timely manner

• Deliver an exceptional level of IT support to all clients and internal teams

• Troubleshoot and resolve technical issues related to Maestro applications

• Provide regular and proper communication to customers throughout the resolution process

Skills & Competencies:

• Previous work experience in Maestro PMS will bring a candidate to the forefront for selection 

• Experience in end user support in a help-desk environment, preferably in a call center

• knowledge in Booking Engine, GDS/OTAs and/or Revenue Management systems a plus

• Knowledge of Hotel Night Audit, Hotel Accounting, Hotel Sales and Catering and/or Spa

Minimum Qualifications:

• 1+ years of operations or technical experience in a hotel environment is required

• Experience working in the hospitality industry is required

• Basic to advance working knowledge of any Property Management System (PMS)

• Excellent communication/written skills

• Exceptional organizational and multitasking skills

• Ability to understand technical issues and articulate industry operational/technical solutions

• Working knowledge of MSSQL, database queries, Crystal Reports/SQL or any report writing tools; XML, HTML, CSS, operating systems such as Windows 2016 or higher

• Ability to diagnose, support and implement 3rd party system interfaces is an asset

• Ability to work independently and in a team dynamic

• Ability to do shift work including weekends

• Infrequent travel may be required when supporting our clients on-site

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

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.