Senior Support Analyst

JOB DESCRIPTION: Tier I Analyst

 We are looking for a talented Tier I Analyst who is motivated to work on travel’s largest problems on a support team that delivers Five Star Service to hotels globally.  Our software products, technology solutions, service and support drive mission critical transactional technology that underpins the global hospitality industry.  We are committed to building the market leading Support team that employs best practices, delivering service so exceptional that our team is viewed as the standard bearer by which all others are measured across the global industry.  

 The Tier I Support Analyst’s primary responsibility is to manage inbound technical support calls and provide resolution to both internal and external customer issues.  Our Analysts are the primary contact for all technical support related to our proprietary software.  This support service spans across call center operations, inbound email management, problem resolution, outage management and escalation.  Communication and detailed documentation of each incident are critical to our team delivering the Five Star Service that we advertise.  The successful candidate will be able to communicate effectively with customers, sales, management, and fellow technical support analysts.  Given the mission critical nature of our offering, our call center operations are 7x24X365, requiring flexible schedules as shifts are based on seniority shift bid.

 Key responsibilities of this position include:

 •        Answering in bound customer calls
 •        Documenting each incident in the tracking system and ensuring all pertinent data is accurately captured, including solutions provided.    
 •        Processing inbound inquiries by advising clients on correct course of action and making necessary corrections in the appropriate system
 •        Researching past and future bookings, providing solutions to issues by calling hoteliers/travel agents/guests, sending facsimiles and e-mails, or obtaining further technical or policy information on an as needed basis
 •        Owning responsibility for issues received including research, calculations, and correspondence
 •        Promoting the organization’s products and services as needed
 •        Remaining current on policies and industry development by reading trade publications and industry updates, and by attending ongoing training sessions
 •        Assisting with special projects and technical research on an as needed basis
 •        Identifying areas of key and continuous improvement
 •        Understanding GDS/CRS discrepancies
 •        Troubleshooting hotel questions and issues as well as working with other industry partners and vendors to pursue resolution of problems tied to other parties’ problems introducing instability to our system and customers
 •        Performing other related duties as assigned by management.
 •        Effectively responding to travel agent and guest queries

 This is a unique opportunity for an energetic and motivated individual with demonstrated passion for trouble shooting and customer support to make a significant impact within a global technology company that is fully committed to differentiating itself through Five Star Service.

 Required Skill Set:

 •        Experience in UNIX and SQL is Mandatory
 •        Knowledge of GDS, CRS, ADS and PMS desired
 •        Knowledge in operating PC’s and basic software including Microsoft Office: Word, Excel, and Outlook
 •        Familiarity with ticket tracking system
 •        Strong negotiation skills
 •        Familiar with hospitality concepts, practices, and procedures
 •        Ability to operate facsimile, scanner, copier, and telephone system
 •        Experience in conducting research to drive fact-based resolution
 •        Excellent communication skills required: verbal and written
 •        Efficient and effective problem solving and analytical skills
 •        Strong people/customer service skills
 •        Clear work prioritization, organizational and time management skills
 •        Ability to present information and train clients in a one-on-one or small group environment
 •        Excellent Interpersonal skills with the ability to liaise with customers, colleagues and various business contacts in a professional manner
 •        Focus on attention to detail


 Education and Experience:

 •        Minimum: High School Degree
 •        3 year of experience in the field or a related area.