Job Title: Technical Support Tier 2 Level 1

Location: Sioux Falls, SD

About us:

For more than 40 years, SONIFI has provided guest technologies and professional services to help hoteliers improve guest satisfaction, simplify operations, and increase revenue. Our innovations have led the hospitality industry through many changes in guest behaviors, preferences, and technologies – and we continue to lead the way in creating more connected, smart digital hospitality experiences both now and in the future.

SONIFI’s culture of innovation enables us to be one provider who can deliver seamless guest experiences across a variety of solutions, including guest Wi-Fi and internet services, engaging interactive TV platforms, the widest entertainment offering in the industry, and smart device and system integrations.

About the Role:

This is a full-time non-exempt position in the Technical Assistance Center (TAC) providing technical support to external and internal customers. This position requires analytical thinking, strong troubleshooting, communication and positive customer service skills. Individuals must have a strong technical aptitude with a desire and willingness to continually learn and maintain knowledge.

Responsibilities:

• Provide technical support to external and internal customers via phone and email for the SONIFI suite of product and service offerings.
• Proactively identify potential problems and trends and make recommendations for solutions.
• Perform remote support and troubleshooting which will include, but is not limited to: System Upgrades, Software, Hardware, Portal, Network Infrastructure, MATV, Internet.
• Maintain accurate and timely updates to customer records using Salesforce.
• Compile data for customer usage and system performance analytics.
• Acceptable attendance is essential as this is a “Critical” position in a 24x7 call center; this includes arriving on time, being in “available” status and working the duration of your scheduled shift.
• As this is a critical position, you will be expected to work during company closures, which includes, but is not limited to closures related to holidays and weather.
• This position may work a set, rotating, day, mid, or night schedule which may include holidays and weekends. Overtime may or may not be mandatory.
• Handle confidential and proprietary SONIFI information.
• Adhere to departmental Call Quality standards.

Qualifications:

• A related two-year degree is required or equivalent combination of education and experience as this is a new to career role. Candidates must have the aptitude to learn new technology along with the requisite professional communication skills to work in a call center and team environment.
• Knowledge of Cisco routers, switches, OSI model, routing and wireless protocols preferred. Will be cross trained on multiple platforms as needed.
• Must have professional verbal and written communication skills, the ability to follow department procedures, work independently as well as part of a team, technical troubleshooting and problem-solving skills. Learn and follow company and departmental policies and procedures

Benefits:

We offer a competitive pay and a comprehensive benefits package including health, dental, vision, 401(k) with employer match, paid time off (PTO), flexible work arrangements, professional development opportunities, pet insurance, and on-demand pay. The final pay will be determined based on factors such as experience, education, and location.

Equal Opportunity Employer:

SONIFI and SONIFI Health value diversity and we are proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

If you require assistance in filling out our online application due to a disability, please contact Human Resources at 605-988-1000.

For more information about Equal Employment Opportunity, please visit: Home | U.S. Equal Employment Opportunity Commission

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