Support Specialist, Mobile

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.         

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 120 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

The Support Specialist, Mobile provides support to our Hotel property users for systems that make up the Digital Guest Experience ecosystem including our Four Seasons Mobile App, Tablet App, Chat, In-room dining, Mobile Key, Request Management and Concierge platforms.

The primary mandate of this role is to ensure a high level of service excellence is being provided across our Digital Platforms to our hotel employees through the monitoring of our support desk, making service design and process improvement recommendations and leading the required documentation and change management to execute service improvements.

Duties of this role are ownership of Digital Operations Helpdesk, answering support tickets to provide answers to commonly asked questions, along with escalation and follow-up of tickets that require input and action from our partner vendors. This role will be required to troubleshoot production issues with our internal and external partners, conduct UAT and QA for the Mobile and Tablet apps on an as needs basis. This role will be responsible for contributing to support service design, while leading the reporting of service desk metrics and implementing enhancements to improve incident resolution times and performance monitoring metrics.

The Support Specialist, Mobile will work closely with vendor partners to improve always ON platform performance, to request and document root cause analysis for reporting as part of Digital Platform review governance.  In addition to mobile support tickets, they may be required on occasion support website tickets.

This role is based in Four Seasons Hotels and Resorts, Toronto Corporate Office, reporting to the Manager, Mobile Systems – IT Operations.. This role involves interactions with primarily internal stakeholders at various levels.

What You’ll Be Doing

Digital Operations Helpdesk:

• Tier 1 and Tier 2 ticket management and resolution for the Digital Operations Helpdesk

• Daily monitoring, timely assignment and resolution of priority tickets

• Escalate issues to vendor helpdesk as required following our escalation procedures

• Update escalation procedure internal documentation as required

• Action and escalate vendor maintenance notifications with drafting notices for posting on internal communication channels like Yammer and updating the posting to answer questions or when new information becomes available

• Identify and quickly notify team of reoccurring tickets which may indicate a wider system outage

• Monitor and reporting of ticket resolution rate and time to resolve metrics

• Implement process enhancements to meet target ticket resolution and time to resolve metrics

• Attend monthly vendor support desk meetings to capture and analyze service support metrics and to raise any issues that requires further review or process improvements

• Analyze recurring issues and make recommendations to the Digital Operations Team on process improvements to system onboarding (both vendor and internal) and training materials

• Provide input on user training materials and employee platform onboarding based on common support inquiries

• Review and collect mobile platform and performance metrics for distribution in the monthly digital platform review meetings

New Opening System Configuration Support:

• Learn and retain a deep knowledge of all New Opening System configuration support for Digital Operations platforms

• Collaborate with the team on executing assigned New Opening system onboarding configuration activities for Chat, Mobile App and integrated systems

• Support Digital Operations team with seasonal closure activities for Chat, Mobile App and integrated systems

• Outreach with hotel point of contact relating to new opening system activations for Digital Operations systems as needed

QA of Mobile and Tablet Apps:

• Participate in QA prior to Mobile and Tablet app releases as needed

• Report findings to Product Owner(s) for sign-off and approvals prior to release

• Conduct end-to-end regression testing using multiple personas across the Mobile and Tablet ecosystems

• Use TestRail to review and conduct test cases

• Document issues to share with QA Manager and Manager, Mobile Systems- IT Operations

Compliance:

• Coordinate with our vendor partners on the collecting mobile platform evidence controls as part of our quarterly and annual audit cycles

Who You Are

Planning and Organizing

• Prioritizes tasks to be achieved and determines necessary resources to achieve short term activities for self and others

• Adjusts work-schedules to accommodate new or changing requirements within established deadlines

• Recognizes when sticking to the plan is necessary and when it needs to be adapted to accommodate changing situations

• Makes a realistic assessment of what can be achieved on a week-by-week basis and develops and implements plans to achieve it

Delivering Results

• Sets ambitious goals and tracks progress towards achieving them, takes the necessary action to ensure

successful delivery of results

• Overcomes obstacles without “ruffling feathers” and doesn’t give up easily even in the face of tough challenges

• Tackles unforeseen problems and challenges with energy and persistence

• Actively seeks knowledge and skills to improve performance and continuously reviews own progress against goals and objectives

Communication

• Modifies communication style and approach to meet the needs of the situation and audience

• Delivers complex messages clearly and with sensitivity to others’ needs, cultures, background and knowledge

• Creates clear and concise written information using appropriate content, format and structure

Influencing

• Develops specific approaches to influencing and shaping the opinions of key stakeholders, develops a strategy for persuading others in advance

• Takes into account the style and preferences of the other party, adapts own style appropriately and is able to use a range of different influencing styles and tactics to achieve required outcomes

• Uses positive language, builds rapport to establish credibility and emphasizes benefits which will appeal to the individual/audience

Discernment/Judgment

• Considers the long-term as well as immediate short-term outcomes and actions.

• Appropriately balances needs, desires, local realities with cost, available resources and constraints.

• Recognizes when to escalate appropriate or specific situations to the next higher level of expertise

Think Globally

• Seeks to understand the politics and business practices in ASIA Pac, EMEA, North, South and Central Americas. Considers whether there are obstacles to overcome to achieve stated business outcomes in a specific country.

• Looks at best practices from others to determine if there is alignment with desired outcomes according to procedures and policies and organization’s brand strategy

What You Bring

• 1-2 years working in an IT Helpdesk Support capacity

• Demonstrated customer service skills

• Knowledge of ServiceNOW, Incident Management, TestRail highly preferred

• Proven experience with business requirements gathering/analysis and documentation

• Technical environment experience:

  • Mobile app UX

  • Social Messaging platforms and integrations

  • Atlassian suite: JIRA, Confluence

  • MS Office proficiency, MS Excel intermediate

• Experience or knowledge of Hotel operations and Hotel IT function

• Knowledge of applicable data privacy practices, laws and compliance requirements

• College or University diploma in technology or IT Support, or relevant certifications

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid 

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.