Associate Technical Support Engineer: Solutions Expert
2 weeks ago
Job Responsibilities:
As a Technical Support Specialist, you will be responsible for resolving technical, business, and decision issues directly with clients via client portal support cases, real-time chat function, and verbal communication.
Key Tasks:
- Resolve technical, business, or decision issues for clients, including questions on business practices, system configuration, system usage, and monitoring.
- Ensure client questions are resolved accurately within pre-defined resolution timeframes and details entered in the client 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 clients and their franchised properties as required.
- Interact with and support internal clients, including Enterprise Client Relationship Managers, Enterprise Project Managers, Quality Assurance, Research, and other teams.
- Ensure timely identification of issues and appropriate escalations to senior ROA members.
- 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.
Requirements:
- A Bachelor's Degree or diploma in Hotel Management or an analytically rigorous field.
- At least 6 months to 1 year of experience in supporting enterprise clients via real-time chat, specifically during US business hours.
- Organizational, planning, analytical, and problem-solving skills.
- Good communication skills - both written and verbal.
- A readiness to work in shifts in a 24*7 environment, predominantly the night shift based on client requirements and time zones.
About Us:
IDeaS Revenue Solutions is a global company that strives to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. We aspire to live our values each day by being Accountable, Curious, Passionate, and Authentic.
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