Associate Technical Support Engineer

3 weeks ago

Pune, Maharashtra, India IDeaS Revenue Solutions Full time

Passionate people. Loyal clients. Leading solutions.

With a rich culture of creative collaboration and professional growth, IDeaS' team members build successful careers with us.

IDeaS is proud to be a global powerhouse of innovation and excellence; challenge and reward. No matter where we're working, our teams come together to create leading revenue management solutions that accelerate our clients' growth through revenue optimization.

Now we just need you

In this position you will be responsible for resolving basic client business, decision and technical issues directly with the client via client portal support cases, the real-time chat function and verbal communication. You will contribute to the quality of the system forecasts and decisions, thereby to client retention.
The Sr. Associate Revenue Optimization Data Analyst will work directly on issues raised by the client providing solutions to business, decision and technical queries.

What you'll be doing...

Involves working in the night shift (at least 80%) to support the clients during their business hours (afternoon US time)

• Gain a basic understanding of IDeaS products and processes in relation to the hospitality business

• Resolve basic Technical, Business or Decision issues for the client including questions on business practices, system configuration, system usage and monitoring

• Ensure client questions either raised as client portal issues or via chat in the client community are resolved accurately within pre-defined resolution timeframes and details entered in community

• Effectively communicate with clients on business, decision and technical issues via client portal support cases, real-time chat function or verbal communication directly with Client and Client's Franchised Properties as required

• Interact with and support the internal clients like Enterprise Client Relationship Manager, Enterprise Project Managers, Quality Assurance, Research and other teams

• Ensure timely identification of issues and appropriate escalations to the senior ROA member

• Assist in special departmental projects

• Acquire technical skills to qualify for Revenue Optimization Data Analyst certifications

• Execute special procedures to create structured data analysis or ad-hoc reports for IDeaS clients

What you'll bring to us…

Acquire thorough integration and system knowledge for IDeaS clients. Have a good understanding of the client business practices which impact the performance of the RMS

• Optimize the turnaround time for technical, installation and monitoring issues

• Contribute to special projects involving installation, configuration and technical issue resolution while working on forecast and decision related concerns

• Provide feedback and input to the IDeaS departments responsible for improving self-service tools with the objective of reducing total case numbers

• Update the IDeaS internal knowledge base with the objective of reducing escalated case numbers

• Provide service level reporting as required by Team and Program Leaders

• Maintain an in-depth knowledge of the IDeaS System and its business applications (including an understanding of business issues solved) Bachelor's Degree or diploma in Hotel Management or an analytically rigorous field

• At least 6 months to 1-year experience in supporting enterprise clients via the real-time chat specifically during the US business hours

• Organizational, planning, analytical and problem-solving skills

• Good communication skills - both written and verbal

• Readiness to work in shifts in a 24*7 environment, predominantly the night shift based on the client's requirement and time zone

We Support Who You Are….

As a global company, we strive to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. Whether you're launching a new career or expanding your current one, IDeaS is a company where you can balance great work with all other aspects of your life.

At IDeaS, we also aspire to live our values each day by being Accountable, Curious, Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts, represents and provides a place for diverse ideas, unique perspectives, and authentic voices.

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