POSITION SUMMARY
At Optii, we design, build, market, and maintain intelligent tools for hotels to thrive in the modern world. Our product is utilized by some of the top hotels in the world, and the potential growth is limitless with the addition of great talent.
The HelpDesk & Deployment Manager is a core enabler of the quality service we provide. Guiding new clients through the onboarding process, the role project manages each customer to make sure that all building blocks for an exceptional Optii experience are in place. Technically astute, the successful candidate uses his/her deep IT skills to create instances for new global clients, manages integrations with external systems, assists clients with technical issues and investigates software-based solutions to our clients’ operational challenges.
A combination of IT systems and project management expertise combined with troubleshooting skills and exemplary communication ensure success in this position.
The goal for this role is to ensure speedy and smooth deployments, prompt activation of relevant interfaces and prompt assistance and troubleshooting of any technical or software issues clients may be experiencing.
THE PRIMARY RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:
Setup and configure new clients in Optii’s technical infrastructure and perform periodic maintenance as required
Project manage new client deployments towards a smooth and successful installation
Liaise with external vendors to activate and configure interfaces
Perform troubleshooting and deep technical investigation into client-reported issues
Using the HelpDesk and ticketing systems to manage all clients interactions and facilitate future problem resolutions
Be and represent yourself as an expert in Optii’s technology solutions to all client users
Assist clients with problem resolution by phone, email, and/or video link and communicate in a warm and professional manner adhering to the service level expectations that are outlined in detail in Playbook
Contribute to Company documentation including internal manuals, and standard operating procedures so that information is up-to-date. All Optii employees are expected to help keep this documentation relevant and current
CORE COMPETENCIES/KNOWLEDGE AND SKILLS:
Networking, Windows Server, SQL Server and extensive general IT knowledge
Demonstrated Project management skills and working knowledge of popular PM tools
Outstanding drive, ambition and integrity
Must consistently present a professional, outgoing, confident, warm and friendly presentation to our clients
Outstanding verbal, written and presentation skills with the ability to build effective internal
relationships
EXPERIENCE/EDUCATION:
Prior experience in hospitality or hotel operations highly desired
Degree qualified or relevant certifications in server and network infrastructures
Project Management qualifications highly desirable
OTHER REQUIREMENTS:
Position is located in our office in Austin, Texas. Eligibility to work in the United States is
required.
May require some flexible scheduling to accommodate international team collaboration.
This individual must have an outstanding ability to collaborate effectively, meet deadlines, think out of the box for creative solutions, manage multiple projects simultaneously, and work with accuracy. We are a dynamic, growing company and need all team members to possess an all-hands-on-deck attitude to get things done that may not be part of our usual routines.
HERE IS WHY YOU WANT TO WORK AT OPTII!
Our product goals are to work smarter, not harder, increase team productivity, and provide an intelligent, market-first technology, and our culture reflects that.
We are a team of high performers, who are encouraged and rewarded for exceeding performance expectations.
We value fairness and equity, which is why we recently revamped our PTO program to allow all full-time employees four weeks of time off per year.
Our transparent leadership style allows Optii team members to stay in tune with company goals and performance through regular all-hands meetings.
Because we care what our employees think and encourage candid feedback, we survey employees on various topics, regularly through an app called OfficeVibe.
We promote inclusiveness and camaraderie through regular "hangouts" and team activities.
We've brought on a company culture partner to drive our intentionality around employee engagement and to support our company leaders in facilitating these efforts.
We have a generous benefits and time off package.
Optii is an equal opportunity employer. All applicants are considered for positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, severe/morbid obesity, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the company, its clients, and its employees.
