Remote Application Support Analyst (Hospitality)
Title:
Application Support Analyst Client Industry:
Large Hotel Chain Location:
REMOTE Duration:
12 month Contract-to-hire
Qualifications:
- Experience in business application support in a call center environment, customer service, or hospitality industry.
- Hotel Operations experience one of the following disciplines:
Front Office, Reservations, Revenue Management, Sales/Event Management Nice to Have Skills and Experience Preferred:
- Undergraduate degree from accredited University or College - Professional Certifications such as ITSM, PM, HDI - Experience using contact center tools to include incident ticketing systems, call distribution systems, and other customer chat.
- Core working knowledge of Marriott's primary business applications and systems - Established work history of strong customer service - Ability to effectively facilitate complaint resolutions - General knowledge of hotel business functions and hotel business processes - Experience with direct service desk support or previous usage of sales and catering or Business Application systems - Strong communication skills (written and verbal) - Skilled at listening and persuading - Experienced in supporting change management effort - Experience using a Knowledge Management product - Proficiency with Microsoft Office 2016 products, Windows 7, 10.
Internet Explorer and general desktop / laptop troubleshooting.
Job Description Insight Global is hiring for an Application Support Analyst to provide support to hotel operations on a global scale and to help with functional, procedural, and technical troubleshooting across their global operations teams.
In this role, you can be supporting any of the following applications:
Sales & Catering Applications (CI/TY, SFAWeb, OneSource, and MSA), Reservations Systems (MARSHA, Empower, HPP, MRDW), Mobile/Digital Platform (Mobile Key, GXP, Mobile Dining), Revenue Management (One Yield).
This person will resolve contact requests independently, escalates issues as needed to the appropriate business/IT units and Service Providers.
Case notes will be clearly documented using established procedures for most issues you will encounter.
Additional Responsibilities include:
- Answers phones and chats in a timely manner using appropriate scripts and language as per department policy - Responds in writing via email or chat to customer inquiries per department policy - Creates and updates Help Desk incident or service tickets as defined by department procedures and policies - Provides excellent customer service and follow-up for all customers who contact the Help Desk.
- Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
- Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
- Assists other analysts as necessary with support issues and escalations.
- Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.
- Performs the following types of basic tasks:
analysis, auditing, forecasting, research, and report generation.
- Responds to, and makes decisions on standard/routine business requests with limited risk.
- Responsible for own work and contributing to team, department and/or business results.
- Follow internal and external Service Level Agreements and standard operating procedures of the team.
- Performs other duties as appropriate Recommended Skills Auditing Business Processes Business Software Change Management Communication Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
Application Support Analyst Client Industry:
Large Hotel Chain Location:
REMOTE Duration:
12 month Contract-to-hire
Qualifications:
- Experience in business application support in a call center environment, customer service, or hospitality industry.
- Hotel Operations experience one of the following disciplines:
Front Office, Reservations, Revenue Management, Sales/Event Management Nice to Have Skills and Experience Preferred:
- Undergraduate degree from accredited University or College - Professional Certifications such as ITSM, PM, HDI - Experience using contact center tools to include incident ticketing systems, call distribution systems, and other customer chat.
- Core working knowledge of Marriott's primary business applications and systems - Established work history of strong customer service - Ability to effectively facilitate complaint resolutions - General knowledge of hotel business functions and hotel business processes - Experience with direct service desk support or previous usage of sales and catering or Business Application systems - Strong communication skills (written and verbal) - Skilled at listening and persuading - Experienced in supporting change management effort - Experience using a Knowledge Management product - Proficiency with Microsoft Office 2016 products, Windows 7, 10.
Internet Explorer and general desktop / laptop troubleshooting.
Job Description Insight Global is hiring for an Application Support Analyst to provide support to hotel operations on a global scale and to help with functional, procedural, and technical troubleshooting across their global operations teams.
In this role, you can be supporting any of the following applications:
Sales & Catering Applications (CI/TY, SFAWeb, OneSource, and MSA), Reservations Systems (MARSHA, Empower, HPP, MRDW), Mobile/Digital Platform (Mobile Key, GXP, Mobile Dining), Revenue Management (One Yield).
This person will resolve contact requests independently, escalates issues as needed to the appropriate business/IT units and Service Providers.
Case notes will be clearly documented using established procedures for most issues you will encounter.
Additional Responsibilities include:
- Answers phones and chats in a timely manner using appropriate scripts and language as per department policy - Responds in writing via email or chat to customer inquiries per department policy - Creates and updates Help Desk incident or service tickets as defined by department procedures and policies - Provides excellent customer service and follow-up for all customers who contact the Help Desk.
- Maintains, reviews and complies all documentation that pertains to products supported or operating procedures.
- Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
- Assists other analysts as necessary with support issues and escalations.
- Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.
- Performs the following types of basic tasks:
analysis, auditing, forecasting, research, and report generation.
- Responds to, and makes decisions on standard/routine business requests with limited risk.
- Responsible for own work and contributing to team, department and/or business results.
- Follow internal and external Service Level Agreements and standard operating procedures of the team.
- Performs other duties as appropriate Recommended Skills Auditing Business Processes Business Software Change Management Communication Customer Service Estimated Salary: $20 to $28 per hour based on qualifications.
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