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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.
Full Time
IT Outsourcing & Consulting
09/18/2022
11/03/2022
cendyn.com
BOCA RATON, FL
200 - 500
1996
TIM SULLIVAN
$50M - $200M
IT Outsourcing & Consulting
Cendyn is the leading innovative cloud software and services provider for the hospitality industry. With a focus on integrated hotel CRM, hotel sales, and revenue strategy technology platforms, Cendyn drives sales, marketing and revenue performance for tens of thousands of hotels across the globe. The Cendyn Hospitality Cloud offers a complete set of software services for the industry, aligning marketing, sales and revenue teams to optimize their strategies and drive performance and loyalty across their business units. With offices in Boca Raton, Atlanta, Boston, San Diego, London, Munich, Sin...gapore, Sydney, Bangkok and Tokyo, Cendyn proudly serves clients in 143 countries, delivering over 1.5 billion data-driven, personalized communications on behalf of their customers every year. For more information on Cendyn, visit www.cendyn.com.
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The job skills required for Senior Support Analyst include Customer Service, Microsoft Office, Problem Solving, Continuous Improvement, Futures, Communication Skills, etc. Having related job skills and expertise will give you an advantage when applying to be a Senior Support Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Senior Support Analyst. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Senior Support Analyst positions, which can be used as a reference in future career path planning. As a Senior Support Analyst, it can be promoted into senior positions as a Logistics Analyst IV that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Senior Support Analyst. You can explore the career advancement for a Senior Support Analyst below and select your interested title to get hiring information.