What we’re all about: 

SHR is part of Access Group's Hospitality division, delivering innovative B2B SaaS solutions to the hospitality industry. We provide a comprehensive suite of products including distribution, digital marketing, CRM, and revenue management solutions to small-to-medium hotel groups, casinos, and large independent hotels across the Americas.

As part of Access Group's commitment to being a global top performer, we’re focused on delivering exceptional customer experiences that drive measurable business outcomes and foster long-term partnerships.

About you: 

You’re a problem-solver at heart, energized by the challenge of delivering exceptional technical support and customer care. Tackling complex technical issues motivates you. You know how to dig in, research thoroughly, and find solutions that work. You keep customers in the loop with clear, regular updates, and you make technical changes feel seamless, guiding clients through every step with confidence and care.

Day to day you will: 

• Ensure quality processes and customer satisfaction on all technical support interactions
• Lead advanced troubleshooting of escalated and complex technical issues
• Mentor and provide guidance to junior support team members
• Develop and improve technical support processes and procedures
• Educate customers on SHR products and available training resources
• Create and maintain technical documentation and training materials
• Identify, communicate, and drive resolution of critical technical issues, escalating to appropriate points of contact when necessary
• Keep up-to-date with system enhancements, technical updates, and changing processes and procedures
• Ensure effective communication and stakeholder engagement activities
• Lead cross-departmental collaboration on technical projects and initiatives
• Work independently and proactively with confidence to ensure timely resolution to customer technical requests
• Proactively identify and implement opportunities for technical improvements
• Contribute to product feedback and enhancement requests based on customer interactions
• Discern and select most appropriate technical avenue for resolution

Your skills and experience include:

Required: 

• 5-7 years of Customer Service and Technical Support experience required, preferably in the Hospitality Industry
• Advanced Support/Help Desk or Technical Issue Resolution experience
• Proven experience mentoring junior team members or training colleagues
• Proven experience with Atlassian JIRA
• Customer facing experience through chat, live phone and email
• Must be proficient in Microsoft Word, Excel and Outlook and CRM utilization
• Experience with technical documentation and process improvement
• Willingness to be available for after-hours (possible weekend) technical issue resolutions

Preferred:

• Experience with Salesforce Service Cloud and Intercom
• Experience with hotel Central Reservation System (CRS), Customer Relationship Management (CRM) or Revenue Management System (RMS)
• Proven ability to identify root causes and resolve complex technical issues
• Strong written and verbal communication skills, including the ability to explain technical information to non-technical users
• Proven ability to manage and prioritize multiple concurrent technical projects in a fast-paced environment
• Demonstrated success in developing strong customer and colleague relationships
• Experience mentoring and coaching team members
• Process improvement mindset, with ability to develop, enhance, and document technical procedures

Applicants must be authorized to work in the U.S. without sponsorship from the employer for this opportunity.

What does Access offer you?

We are a growing software company, and we deliver what we say we do! We take the development of our people seriously and we will work with you to carve out your success plan and provide opportunities to accelerate your career and make a real difference.

If you join our team, you’ll soon discover that we excel at building strong, enduring relationships, including those with our employees. On top of a competitive salary, you’ll receive the following benefits and much, much more:

• 22 days paid time off
• 11 company paid holidays
• Medical, dental & vision insurance
• 401(k) with 5% company match
• Short-term and long-term disability insurance
• Parental leave for birthing and non-birthing parents
• Flexible work environment

Compensation: The anticipated base salary for this position is expected to be $80,000 - $95,000 annually. Final compensation will be determined based on a variety of factors, including location, qualifications, experience, and skill set. Any compensation outside the stated range will be determined in accordance with applicable laws and company policy.

The Access Group is committed to a diverse and inclusive workplace and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable federal, state, or local law.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let’s make a difference together.