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