Technical Support (Call Center)

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Sioux Falls, SD, USA

Technical Support Tier 2 – Level 1

Location: Sioux Falls, SD (On-site role – local candidates only)

Join a team that keeps the hospitality industry connected.

For over 40 years, SONIFI has been headquartered right here in Sioux Falls, delivering innovative technology that powers better guest experiences for hotels across the country. From interactive TV and entertainment to guest Wi-Fi, smart device integrations, and in-room digital solutions, SONIFI has led the industry through every major shift in guest expectations — and we’re still leading today.

We’re proud of our culture of innovation, teamwork, and continuous learning. If you enjoy solving problems, helping customers, and working with technology every day, this could be a great next step in your career.

About the Role

We’re hiring a full-time, on-site Technical Support Tier 2 – Level 1 team member for our Technical Assistance Center (TAC) in Sioux Falls. This position is ideal for someone who enjoys phone-based troubleshooting, learning new technologies, and delivering a great support experience.

This role is a dedicated technical phone support and troubleshooting role supporting SONIFI’s products and services.

You’ll be part of a 24/7 critical support team that helps hotel customers and internal partners resolve technical issues quickly and professionally.

What You’ll Do

  • Provide support via phone and email for SONIFI’s suite of hospitality technology products.

  • Troubleshoot and resolve issues remotely, including:

    • System upgrades

    • Software

    • Hardware

    • Customer portals

    • Network infrastructure

    • MATV

    • Internet systems

  • Identify recurring issues and recommend solutions.

  • Document activity and maintain accurate records in Salesforce.

  • Gather and organize data for system performance and customer usage reporting.

  • Meet attendance expectations in a 24x7 call center environment.

    • This includes working your full scheduled shift, arriving on time, and being available when logged in.

  • Work during company closures when needed (holidays, weather, etc.), as this is a critical support role.

  • Work a set or rotating schedule, which may include days, mids, nights, weekends, and holidays.

  • Follow all call quality, confidentiality, and department standards.

What We’re Looking For

  • A related two-year degree or equivalent combination of education and experience.

  • Strong technical aptitude and a desire to continue learning.

  • Professional communication skills — both verbal and written — and comfort working in a fast-paced call center environment.

  • Ability to follow procedures, work independently, and collaborate effectively as part of a team.

  • Troubleshooting and problem-solving skills with the ability to stay calm and customer-focused.

  • Working knowledge of:

    • Cisco routers and switches

    • OSI model

    • Routing

    • Wireless protocols

  • CCNA or similar certifications a plus.

  • Willingness to cross-train across multiple platforms.

Why You’ll Love Working at SONIFI

We offer competitive pay and a full benefits package including:

  • Health, dental, and vision insurance

  • 401(k) with employer match

  • Paid time off (PTO)

  • Flexible work arrangements

  • Professional development opportunities

  • Pet insurance

  • On-demand pay

Final pay is based on experience, education, and location.

Equal Opportunity Employer

SONIFI is proud to be an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants regardless of age, race, color, national origin, sex, religion, disability, veteran status, sexual orientation, gender identity, or any protected status.

If you need assistance completing the online application due to a disability, please contact Human Resources at 605-988-1000.

Learn more about EEOC rights at: Home | U.S. Equal Employment Opportunity Commission

 

 

#Technical

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