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Software Support Engineer

In this role you will:

Our Software Support Engineers utilize a myriad of technical abilities to support the external and internal customer. You'll actively contribute as a member of the Hotel Effectiveness Support team, the Actabl line of products provide Hotel Operators with a GPS view of their operating landscape.

You are expected to champion the Actabl brand and our mission, and to contribute positively to the company’s reputation and impact. This includes being proactive in understanding our strategy & direction, applying Actabl’s fundamental behaviors to your daily work, and exhibiting good stewardship over our resources.

Client Support

Respond to and resolve client support tickets in a timely and efficient manner, ensuring customer satisfaction.
Develop and maintain comprehensive process documentation to streamline support procedures and ensure consistent service delivery.
Troubleshoot issues using SQL queries and stored procedures, ensuring effective data validation or resolution of client-related problems.
Understand C# code to diagnose and resolve technical issues related to client support requests.
Work closely with Product Owners (POs) and Development teams to troubleshoot complex issues and contribute to the development of new features and enhancements.
Engage in ongoing professional development, focusing on product knowledge and the improvement of technical skills to enhance performance in the role.
Write detailed user stories and requirements for development teams to ensure accurate and clear communication of client needs and issues.
Join client calls ~30% of the time to assist with data collection issues, support, and any needed follow up on tickets, ensuring that client needs are addressed in a timely and professional manner.
Proven experience working with reporting tools and understanding various software programs (PMS/POS/Labor/etc) with third-party vendor solutions.

Team-Based

Participate in weekly team meetings and daily team communication keeping everyone up-to-date on current work
Be a valued team member and actively contribute to an atmosphere of cooperation and growth
Be cognizant of individual goals and team goals simultaneously

Requirements

Ideal Skills & Experience:

Proficiency in written and verbal communication skills
A Bachelor’s degree in Computer Science, Engineering or related degree (preferred) or 2-3 years experience with C#, SQL, and APIs
Interpersonal skills leading to success - cooperative, courteous, flexible, and good natured
Ability to successfully organize and prioritize workload
Capability to speak directly with clients and provide great customer service
Reliable team player that is on-time, engaged, and contributing
Excellent problem solving skills are paramount
Capacity to work independently and within a team environment

Ability to utilize: