Client Service Specialist

Unifocus is an integrated workforce management software platform offering intelligent automation for daily work order management, housekeeping operations, facility maintenance, survey solutions, scheduling and labour management, and time and attendance. Our solutions are built for the hospitality market and other dynamic scheduling environments.

We support hotels, restaurants, casinos, and more through our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri-La, Accor, IHG, Hoxton, Corinthia, Oetker Collection, and others. We are a small but growing team, and you will have opportunities to express yourself, contribute meaningfully to our products, and make an impact on the company.

Visit https://www.unifocus.com for more details.

About the job

As a Client Service Specialist, you will be responsible for troubleshooting and providing support to clients, helping them resolve issues related to our products, features, and general usage queries. You will serve as one of our first Points of Contact for our clients and play an important role in delivering a professional, timely, and customer-focused support experience.

What will you do?

• Troubleshoot Tier 1 support requests via email, a web-based ticketing system, and phone.
• Use your understanding of web-based applications, basic networking, and product workflows to troubleshoot and resolve client issues.
• Support clients on issues related to our Workforce Management suite, including Time and Attendance, Scheduling, and Labour Management.
• Perform basic diagnostic tests to isolate the source of issues and determine whether the issue is user-related, configuration-related, data-related, or product-related.
• Review logs, error messages, user inputs, and system behaviour to assist with issue investigation.
• Escalate issues to the L2, Product, or Engineering teams when required, with clear documentation of the issue, troubleshooting steps completed, and business impact.
• Liaise with internal teams and departments to ensure timely resolution and customer satisfaction.
• Verify technical fixes received from the Engineering or Product teams before confirming resolution with clients.
• Provide efficient and timely support to customers across geographies.
• Accurately log, update, and manage cases in our ticketing system or other support tools as required.
• Identify recurring issues and contribute to internal discussions on process improvements, knowledge articles, and product feedback.
• Contribute positively to customer satisfaction and C-Sat scores.
• Act as an ambassador of the Unifocus brand.

We are looking for:

• Bachelor's degree in Computer Science, Information Technology, Hospitality, Business, or a related field.
• 6 months to 4 years of professional experience in Client Service, Customer Support, Application Support, Technical Support, or hospitality operations.
• Prior experience working for a company specializing in Workforce Management, Payroll, HRMS, PMS, Procurement, or hospitality technology solutions will be preferred.
• Basic understanding of SQL, including the ability to read and run simple queries such as SELECT statements for data validation or issue investigation.
• Familiarity with SaaS applications, web-based platforms, and mobile applications.
• Basic understanding of application troubleshooting, including login issues, configuration issues, user access issues, data discrepancies, and browser/cache-related issues.
• Basic understanding of networking concepts such as browser connectivity, VPN, DNS, IP address, latency, and internet connectivity.
• Ability to review screenshots, logs, error messages, and client-provided examples to identify issue patterns.
• Basic understanding of APIs, integrations, or tools such as Postman would be an added advantage.
• Excellent command of written and spoken English.
• Strong customer management and problem-solving skills.
• Ability to document issues clearly, including steps to reproduce, expected behaviour, actual behaviour, and business impact.
• Engaging personality with a genuine passion for customer service.
• Ability to remain calm under pressure while communicating professionally and thinking clearly.
• Strong attention to detail and the ability to manage multiple cases simultaneously.
• Ability to work collaboratively with internal teams while also working independently with minimal supervision.
• Willingness to work in shifts and occasionally extend support during evenings, weekends, or business-critical situations.
• Knowledge of hotel, restaurant, casino, or other hospitality operations is preferred.

The Unifocus experience:

Our Culture Statement: Thriving Together, Achieving Greatness

To support our culture mission, we have four core culture values of Unite, Inspire, Empower, and Excel. Each value representing a set of key traits that define how we live and breathe our culture every day.

We UNITE globally, combining our diverse talents, perspectives, and expertise. With professionalism and a touch of fun, we inspire and empower each other to excel. Together, we deliver exceptional value, challenge norms, and leave a lasting impact within the hospitality industry.

In addition to a competitive salary, we offer:
• Health insurance
• Paid time off
• A hybrid environment that promotes a healthy work-life balance
• Parental leave
• Professional development assistance
• Referral program