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The Problem Management Specialist at GuestTek focuses on analyzing RCA data, providing product improvement recommendations, ensuring service quality, maintaining team performance, and communicating effectively across the organization. The role also involves reviewing performance scores, achieving KPIs, and staying updated on new products and initiatives.

The Support Supervisor will manage the day-to-day operations of the Telephony environment, ensure support and maintenance of Avaya servers, oversee Interactive Voice Response Systems, manage vendor relationships and telephony budget, and recommend tech infrastructure changes. They will act as a point of contact for issue resolution, perform root-cause analyses, and assist in implementing cost-saving measures.

The PNOC Specialist is responsible for ensuring customer satisfaction by managing 'hot' issues and outages, analyzing network configurations, and providing troubleshooting support. The role involves using organizational skills to monitor cases, communicate effectively with clients and management, and perform proactive issue resolution. Achieving monthly KPIs is essential for success in this position.