Support Specialist, Mobile

The Support Specialist, Mobile provides support to Four Seasons Hotel property users for systems that make up the Digital Guest Experience ecosystem. The role is responsible for ensuring a high level of service excellence is being provided across digital platforms, monitoring the support desk, and making service design and process improvement recommendations.

Requirements

• 1-2 years working in an IT Helpdesk Support capacity
• Demonstrated customer service skills
• Knowledge of ServiceNOW, Incident Management, TestRail highly preferred
• Proven experience with business requirements gathering/analysis and documentation
• Technical environment experience in Mobile app UX, Social Messaging platforms and integrations, Atlassian suite: JIRA, Confluence, MS Office proficiency, MS Excel intermediate
• Experience or knowledge of Hotel operations and Hotel IT function
• Knowledge of applicable data privacy practices, laws and compliance requirements
• College or University diploma in technology or IT Support, or relevant certifications

Benefits

• Hybrid working model (3 days per week in the office)
• Opportunity to work with a global, luxury hotel management company
• Commitment to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act