LQ Monitor

MSI Solutions

May 15, 2018

Website :


Location :

Phoenix, AZ

Job Type :

Full Time

Company Description :

Multi-Systems, Inc.  (MSI Solutions) is a leading cloud services technology company delivering hotel property technology and guest management solutions since 1990.  Having installed over 5,800 hotels and resorts throughout North America, we are one of the largest providers of fully integrated guest management systems.  Our team at MSI focuses on “total system solutions” for management companies and hotel chains by providing central reservation, marketing, revenue, and guest system integration.
MSI Solution’s success lies in one of several Guiding Principles, which adopts a belief in actively listening to our team of hotel and technology professionals, who then provide in kind the same loyalty to our customers.  This philosophy sets MSI apart from the competition and has sparked over 20 years of satisfied customers, innovative technology, and exceptional service and support.

Job Description :

Action oriented individual that will systematically monitor customer software and hardware activity.   Proactively provides hourly reports to our internal and external customers on time. Customer focused agent will respond to customer service requests, inquiries and complaints working diligently to notify needed parties for resolution to meet or exceed customer expectations.  The position requires good listening, written communication and time management skills.

  • Complete a checklist of hourly reports to be run and indicate any problems that have occurred during shift.
  • Preform typing and transcription duties as needed
  • Creates trouble tickets and documents resolution in the support ticket
  • Maintain Support E-Mail inbox and respond to e-mails and open needed incident tickets
  • Train Monitoring Agent duties as needed
  • Have a working knowledge of all MSI products and voluntarily seek additional training and information on unfamiliar subjects
  • Maintain willingness and ability to work any and all shifts as posted on the schedule.
  • Promote MSI Software and its products and employees to co-workers and the general public
  • Seek assistance as needed from Supervisor or Support Technicians through instant messaging and email services
  • Escalate issues by communicating escalations through supervisor on duty and or next level of support in a timely manner to ensure expedient and complete solutions for MSI’s customers
  • Other tasks as assigned by MSI management
  • The Agent must be well organized, detail-oriented and have excellent communication skills
  • High school diploma
  • Ability to accurately document customer issues
  • Thorough knowledge of Microsoft operating systems
  • Basic knowledge of networking
  • Ability to work in a team environment or as an individual in high stress, high volume situations
  • Basic Excel, Outlook knowledge would be a plus
  • Hotel experience is an asset

Is This You?

To apply for this position, submit a resume to Human Resources at:
Please indicate job title in the subject heading of your email
"Equal Opportunity Employer”