Nexplay Consulting Inc.
VIP Technical Support Specialist – Hospitality Industry (New York Metro Area)
New York City, NY · Full-time
Sponsorship not specifiedDetected 156 days ago
iOSAndroidExcelCustomer SupportZendeskFirewallVPNLeadershipCommunication
About the role
- This is a full-time remote position with a guaranteed 40 hours per week, where you'll serve as a trusted technical concierge-ensuring seamless technology experiences for high-profile users who demand precision, discretion, and rapid resolution.
- Diagnose and troubleshoot a wide range of technical problems, including Windows and macOS systems, iPhone and Android devices, software applications, and networking issues (Wi-Fi, connectivity, VPN, etc.).
Responsibilities
- Answer and manage incoming support calls promptly and professionally, delivering personalized, concierge-style service.
- Deliver exceptional customer service in every interaction, prioritizing empathy, responsiveness, and a genuine hospitality mindset to exceed expectations of high-profile clients.
- Collaborate closely with the helpdesk team to resolve issues efficiently and escalate when needed.
- Maintain detailed records in Autotask (or similar ticketing system) while following and providing clear instructions to users and team members.
- Proven hospitality industry experience (e.g., hotel operations, executive support, concierge services, or similar high-touch guest/client environments).
- If you're a polished professional who combines genuine hospitality instincts with top-tier technical troubleshooting-and you excel at delivering calm, confident support under pressure-we'd love to hear from you!
Requirements
- Exhibit superb troubleshooting skills, quick thinking, and the ability to identify root causes under pressure.
Benefits
- Competitive compensation + benefits (details discussed in interview).
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