Who We Are:

We give end users THE CONNECTED LIFE EXPERIENCE™ – the SEAMLESS, EFFORTLESS, AND ROBUST CONNECTIVITY EXPERIENCE clients expect, and shows property owners how to BREAK THE BOUNDS OF UNINSPIRED CONNECTIVITY™ to increase revenue, improve customer/resident satisfaction and ultimately increase the value of their property.

We offer complete guest, resident and customer internet and connectivity solutions, including enterprise-class software, network design, engineering, professional services, ongoing maintenance, network monitoring, multi-lingual support, revenue reporting and authentication tracking.

What You'll Do:

*Support hotel guests (Based in Cancun, Quintana Roo) with their wired and wireless connections to, and use of, the SD HSIA network.

*Provide hotel staff network connectivity and on-demand troubleshooting support.

*Provide setup and teardown assistance with any onsite meetings or conferences.

*Working with SD support team, monitor system performance and customer complaints.

*Interact with hotel and conference guests to identify any potential needs upon arrival.

*Communicate with guests, staff, and SDI support team fluently in Spanish or English.

Job Purpose/ Summary: 

The Guest Services Representative attends to the technology and systems support needs of hotel guests and staff, helping them with internet connectivity setup, as well as resolution of any challenges related to the operation or functionality of the Single Digits (SD) High Speed Internet Access (HSIA) network. The position is located at a specific hotel site, and is Monday-Saturday, 9:00-18:30 hrs. Applicants must have the ability to read/write/speak both Spanish and English. 

Job Duties/ Responsibilities: 

• Support hotel guests with their wired and wireless connections to, and use of, the SD HSIA network 
• Provide hotel staff network connectivity and on-demand troubleshooting support  
• Provide setup and teardown assistance with any onsite meetings or conferences 
• Working with SD support team, monitor system performance and customer complaints 
• Interact with hotel and conference guests to identify any potential needs upon arrival 
• Provide excellent customer experience while maintaining a safe work environment 
• Multitask and prioritize as necessary to meet customer needs 
• Ensure that the highest quality of service is provided to promote superior customer satisfaction 
• Adhere to company safety guidelines and requirements 
• Communicate with guests, staff, and SDI support team fluently in Spanish or English 

Job Requirements and Qualifications 

Education:  

• Technicial diploma or equivalent.
• Bilingue

Experience: 

• Previous experience working in the hospitality industry (preferably).
• Experience connecting computers, phones, tablets, and gaming devices to HSIA networks 
• Customer Service background working with the public.
• Experience in a network or desktop support role/environment. 
• Preference given to those with experience working as a HSIA field technician/engineer 
• Bilingue

Knowledge: 

• Knowledge of Internet networking concepts and the related tools, including LAN/WAN/WLAN. 
• Knowledge of Windows/MAC/IOS/Android/Gaming Console operating systems 
• Knowledge of HSIA systems, equipment, manufacturers, and components  
• Basic knowledge of structured cabling systems including fiber and copper 
• Microsoft Office, Teams, Zoom, Visio, etc  

Personal Attributes: 

• Strong interpersonal, and oral and written communication skills. 
• Must be technical, detail oriented, and customer focused. 
• Demonstrated ability to work in a fast-paced environment and meet goals. 
• Demonstrated ability to analyze and solve problems, and to offer possible solutions to improve overall efficiency and effectiveness. 
• Highly organized self-starter who handles challenges, volumes of work, and pressure well. 
• Ability to perform well in a team environment, including sharing information and assisting others. 

Work Environment:

• Possibility to be on-call. When on-call must respond within 60 minutes of being called. 
• Available to work some weekends and/or evening hours. 
• Must be comfortable in business-casual attire, and able to lift 50lbs. 

Palabras claves: atencion a clientes en hoteleria, habla ingles y 50% ingles, turismo, call center.