Technical Support Analyst - Tier 1

Cendyn is a leading global technology provider that empowers hospitality companies to grow their businesses in a digital world. The company is a market leader in revenue management and marketing, as well as, electronic processing, management, distribution, sales and marketing of hotel inventory, rates and content across different sales channels to include direct bookings via hotels’ branded websites, voice, travel agents (GDS), online travel agents (OTA’s) and metasearch partners.

Our leading software products are complemented by our first class professionals who provide services to include digital marketing, revenue management, consulting and system integration expertise to independent hotels, casinos, boutique chains, enterprise chains and resellers.

Our mission is simple: to empower our customers with leading technology solutions as we revolutionize the travel technology industry together.

The problems we solve are complicated and our industry is in need of the best and brightest talents to solve travel’s most difficult challenges, creating solutions that are highly scalable, reliable, intuitive and elegant yet simple. We value thought leadership, diversity of talents, a natural suspicion of constraints, hands-on problem solving, teamwork and conviction that our technology powers global travel in which the lives of our hotel customers and their guests are made easier and more enjoyable.

Job Description:

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. Cendyn’ 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 Cendyn proprietary software. This support service spans across call center operations, inbound portal ticket 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 reservation details, providing solutions to issues by calling hoteliers/travel agents/guests, 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

• 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 hotel reservations, marketing, and management team members

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 Skills:

• Basic understanding of SQL, HTML, API integration concepts, and network skills are Mandatory

• Analytical and critical thinking skills a must

• Knowledge of Hospitality Industry desired

• Knowledge in operating PC’s and basic software including Microsoft Office: Word, Excel, and Outlook

• Familiarity with ticket tracking system (preferably Zendesk)

• Strong negotiation skills

• Familiar with hospitality concepts, practices, and procedures

• 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: Associates Degree in an IT related field

• 1 year of experience in the field or a related area