Francisco Vallejo Email & Phone Number

Virginia, United States

Arlington, Virginia, United States

Columbia, Maryland

• Responsible for providing technical support to hospitality industry customers and managing their property systems to ensure it’s working optimally.
• Responsible for resolving issues relating to the transmission of electronic reservations coming from third party vendors, including issues of missing messages as well as guests personal and credit card information.
• Manage and monitor incoming cases via telephone or email to ensure that customers receive a solution for their issues as well as provide timely and regular updates to customers through our CRM tool.
• Read various forms of request and response messages used by third party vendors such as GDS and Soap XML to identify problems.
• Triage incidents relating to customer data, entitlement, and contracts while collaborating with internal dedicated teams to make sure that a solution is reached for our customers’ issues.

Rockville, MD

• Provide 24x7 technical support to customers/merchants for POS systems and credit card terminals via phone, web, and email. Support involves call handling, problem and incident management, hardware/software installation.
• Respond to client requests for equipment troubleshooting, service calls, and replacement both in person and over the phone.
• Provide adjustments and reprogramming to equipment and arrange for other servicing needs with clients.
• Develop and provide user training for basic hardware and software use.
• Maintain open communication and positive working relationship with staff/clientele.