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Application Support Specialist

Customer Support | Gold River, CA | Full Time

Job Description

Synergex is an established, leading provider of technology solutions. Our Hospitality Resort Management System (RMS) benefits from 30+ years of development and expansion to encompass all aspects of resort management and ownership.

As one of the first resort management applications available in the market, our RMS system leverages years of industry experience and customizations while incorporating the latest technologies available today. Our clients are destination resorts and multi-property groups.

We are seeking one (1) full-time permanent staff to join our help desk team as an Application Support Specialist, responsible for providing technical assistance and support related to the use of the resort management software.   

We need you to:

  • Providing client support via email, phone, and/or remote-desktop technology
    • Asks questions to determine nature of problem
    • Walks customer through problem-solving process
    • Isolates the problem, then determines course of action
    • Run one-off programs to convert or correct data-related issues
    • Follow-up with customers to ensure issue has been resolved
  • Utilizing issue-tracking software for management of application issues/feature requests
  • Logging and keeping records of all customer interactions
  • Installing and modifying application software, as well as custom solution configuration
  • Remotely installing interface applications (device-based interfaces, application interfaces, HTNG and credit card interfaces, etc.)
  • Assisting in the creation/update of installation and training documentation
  • Demonstrating high degree of resourcefulness, flexibility and adaptability
  • Training application users
  • Testing new application changes before release to customers
  • Helping prioritize issue resolution and feature release with internal development team
  • Collaborating with software development, quality assurance, professional services and other support personnel to ensure quality product and service delivery
  • Working within and promoting a strong team environment to ensure successful software installation projects
  • Infrequent travel may be required when providing onsite support of software installation
  • (Future) After-hours pager support (on rotation, one week per month)

We have:

  • Comprehensive health, dental, vision and life benefits
  • Employer-matched 401K plan
  • Continued education, training and mentorship opportunities
  • An onsite fitness center and wellness program
  • A positive, vibrant culture that promotes creativity and autonomy
  • Employee appreciation events (e.g., Top Golf, American River rafting trip, Summer BBQs)

You have: 

  • High school diploma, GED, or Equivalent Qualification
  • Knowledge and experience with basic computer functions and systems (Windows)
  • Knowledge of Microsoft Excel and Word applications
  • General knowledge of programming concepts, software development cycles and associated tools and platforms
  • Excellent communication skills, both verbal and written; strong interpersonal skills
  • Ability to understand technical issues and articulate industry operational/technical solutions
  • Strong prioritization skills

Preferred Qualifications 

  • Previous experience or working knowledge of any Property Management System (PMS)
  • Knowledge of Hotel Night Audit/Accounting, Resort Sales/Ownership,  Reservations
  • Experience in end-user support in a help desk environment
  • Undergraduate degree in Hotel Operations, Business, Information Systems, or equivalent work experience
  • Software application installation experience
  • Familiarity with one or more general purpose programming languages including but not limited to: Java, C/C++, C#, Python, JavaScript, PowerShell
  • Knowledge of Web Services, REST, databases, Windows system administration, hardware virtualization software, virtual private networks (VPNs)

Employment Status: Full Time
Salary: Competitive DOE
Location: Gold River