Technical Support Tier 2 – Level 1

• 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
• 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

• 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
• Willingness to cross-train across multiple platforms

CCNA or similar certifications a plus

• 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