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 over 1,900 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. This role is onsite in Markham, Ontario, Canada. Please only apply if you are within comfortable commuting distance to be onsite daily in Markham. Reporting to the Manager, Client Services, the Application Support Specialist is responsible for assisting Application clients with the effective use of Maestro products and providing clients with prompt, effective resolution of all technical issues with respect to Maestro applications. Primary Responsibilities: Is a subject matter expert on Maestro products and applications. Provides support to end-users in the identification and resolution of application related issues. Leads all efforts as they pertain to incident resolution, escalation of complex issues and provides advice on tactical and strategic solutions. Delivers an exceptional level of Application support to all clients and internal teams. Provides regular and proper communication to customers throughout the resolution process. Adheres to process of reporting incidents for fixes and incidents vetted before submitting to Quality Assurance. Participates in the on-call schedule to provide afterhours client support. Skills & Competencies: Experience in the hospitality operations is required Experience working with Property Management System (PMS) considered an asset is required Minimum 2 years of work experience in the hospitality industry is required Experience/involvement with new system implementation considered an asset Hotel Front Office/Reservations, Night Audit, Hotel Accounting and Hotel Sales and Catering knowledge and or SPA is preferred Hotel online marketing knowledge including Booking Engine and GDS a plus End user support in a help-desk environment, preferably in a call center After hours pager support (on rotation) and ability to do shift work Previous experience in Maestro PMS will bring a candidate to the forefront for selection Excellent communication/written skills, and the ability to understand technical issues and articulate industry operational/technical solutions to clients Limited travel is required when supporting our clients on-site. Daily duties include client support and assisting Maestro Support Managers in resolving client application support issues. Effective communication (written & verbal) and interpersonal skills Highly service-oriented with exceptional customer service skills Can-do attitude, strong time-management skills and ability to work quickly under pressure Strong proven experience in critical thinking, formal incident and problem management Ability to work independently as a self-starter, and within a team environment to brainstorm and collaborate High ability to multitask, remain organized and prioritize effectively under pressure This position requires strong troubleshooting, analytic and diagnostic skills, along with solid communication skills. Minimum Qualifications: Minimum 2 years hospitality experience required preferably in Front office operations Supervisory or management level hotel experience for at least 1 year 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 This posting is for an existing vacancy and will remain open until filled. 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. It has come to our attention that various individuals and organizations are contacting people offering false employment opportunities with Fullsteam. These individuals and organizations may request personal information or money in order to progress the application. Fullsteam does not ask for money transfers or payments from applicants to secure a job. If you are asked for money transfers or payments to secure a job, you should assume that such individuals and organizations are not providing genuine offers or services. If you believe you have received a fraudulent job offer, we would appreciate you contacting us at HumanResources@fullsteam.com. All legitimate open positions at Fullsteam can be found in our careers job site. Please access that from the Apply for a job section to verify the legitimacy of a job offer. Fullsteam: Leading the Evolution of Software and Payments Fullsteam integrates modern and scalable payments technology with vertical software to create industry-specific features and end-to-end business management systems. Fullsteam is a rapidly growing, dynamic, and exciting private equity-backed software and payments company headquartered in Auburn, AL. The company was formed in 2018 by a core group of talented payments and software experts. Fullsteam is quickly expanding its operations through the acquisition of strategic portfolio companies that could benefit from our cutting-edge software and payments platform.
