Job Description

Sales Support Associate – Virtual Guest Help Desk

This is not your typical administrative support position.

The Sales Support Associate – Virtual Guest Help Desk serves as the on-camera, technology-focused first point of contact for guests participating in our virtual sales experience. This individual must be equally comfortable with technology, troubleshooting, customer service, and being on camera throughout the workday.

When a guest cannot access a Microsoft Teams meeting, their camera isn't working, their microphone won't connect, or they simply don't know what button to push, you are the person who calmly figures it out and gets them connected.

In addition to providing virtual technical and guest support, this position supports the Resort Tour Reception, Gifting, Kids Club, Sales F&B, Sales Receptionist, and Sales Administration functions, ensuring each area operates professionally, accurately, and efficiently while delivering a quality guest experience.

VIRTUAL HELP DESK & TECHNOLOGY SUPPORT

A significant responsibility of this role is providing live, face-to-face virtual technical assistance to our guests.

• Serve as an on-camera Virtual Help Desk representative throughout the workday.
• Assist guests with accessing and joining virtual sales presentations through Microsoft Teams and Zoom.
• Walk guests step-by-step through meeting access using smartphones, tablets, laptops, and desktop computers.
• Troubleshoot common connectivity, browser, audio, microphone, camera, permissions, and meeting-access issues in real time.
• Quickly identify whether an issue is related to the guest's device, browser, internet connection, application settings, permissions, or meeting platform.
• Translate technical instructions into simple, patient, easy-to-follow directions for guests with varying levels of technology experience.
• Remain calm, professional, personable, and solutions-focused when assisting frustrated or confused guests.
• Maintain a polished, professional on-camera presence throughout the workday.
• Know when an issue can be resolved independently and when it requires escalation.
• Help create a seamless transition from technical assistance into the guest's scheduled virtual sales experience.

Camera confidence is essential. This position interacts with guests virtually and on camera throughout the day. Candidates must be comfortable speaking directly to guests, initiating conversations, giving clear instructions, troubleshooting live, and maintaining professional energy and presence on video.

SALES SUPPORT RESPONSIBILITIES

• Perform all elements of the check-in and departure process for designated Sales and Marketing departments.
• Ensure check-in accuracy by verifying marketing qualifications and proper tour assignments.
• Support virtual and onsite guest flow to ensure tours begin accurately and on time.
• Execute the gifting process for designated Sales and Marketing areas.
• Prepare and distribute departmental reports following management approval.
• Achieve personal and departmental objectives established by the Manager of Sales & Marketing Services.
• Provide administrative and operational support to Tour Reception, Gifting, Kids Club, Sales F&B, Sales Reception, and other designated departments.
• Participate proactively in team efforts to achieve departmental and company goals.
• Carry out reasonable requests and additional responsibilities assigned by management.

WHAT WE'RE LOOKING FOR

We're looking for someone who is tech-savvy, confident, quick-thinking, patient, and extremely comfortable interacting with people on camera.

The right person doesn't panic when technology doesn't cooperate—they get curious, diagnose the issue, and find the solution.

Required Skills & Qualifications

• Exceptional technology and computer skills.
• Strong working knowledge of Microsoft Teams and Zoom, including meeting access, camera/microphone settings, permissions, screen sharing, browser access, and common troubleshooting.
• Comfortable troubleshooting technology across Windows, Mac, iPhone/iOS, Android, tablets, and web browsers.
• Ability to confidently provide live technical assistance while on camera.
• Professional, engaging, and polished virtual presence.
• Ability to explain technical processes clearly to individuals who may have limited technology experience.
• Excellent problem-solving and troubleshooting skills.
• Strong Internet, Microsoft Word, PowerPoint, Excel, and general computer proficiency.
• Exceptional verbal and written communication skills.
• Strong commitment to delivering outstanding customer service.
• Ability to prioritize and organize multiple responsibilities in a fast-paced environment.
• Excellent attention to detail and sound judgment.
• Strong interpersonal skills, patience, adaptability, and professionalism.
• Ability to remain composed and solutions-focused when assisting guests experiencing technical difficulties.
• Strong work ethic and willingness to work collaboratively across multiple departments.

This position is ideal for someone who can combine the personality of a great host with the problem-solving ability of a Help Desk professional.

REQUIRED SCHEDULE

• Weekends are required. Regular days off will occur during the week.
• Most holidays are required. The resort is closed on Thanksgiving and Christmas, which are paid holidays.
• Open availability and flexibility are required for day shifts scheduled between 7:30 a.m. and 6:00 p.m.

BENEFITS

• Rewards & Recognition Programs
• Comprehensive Medical, Dental, and Vision Benefits
• 401(k) Match
• Team Member Travel Perks and Discounts
• Tuition Assistance
• Referral Compensation Program

ONE IMPORTANT QUESTION

Can you troubleshoot technology while smiling on camera and making a frustrated guest feel like everything is under control?

If the answer is yes, we want to meet you.

#INDSA2 #ZRSA2