Analyst, Reservation Solutions L3

Job Locations US-FL-Orlando
Job ID
2018-1927
Category
Other

Overview

The Analyst, Reservation Solutions L3, is responsible for the support of Reservation Solutions products including their component systems and integrations. The role includes production support activities, self-starting problem solver, performance of effective and efficient support procedures, reservation system and business knowledge, and participation in the delivery processes. The position is essential to a quality support experience for our clients and the overall success of our products, and interacts with a broad audience within the company, including the customer-facing Operations team, Product management team, and development and technical teams.

Responsibilities

  • Participates in production system/application support of issues throughout their support lifecycle, and helps drive to increased proactivity
  • Investigate, analyze, and resolve complex support case escalations
  • Works with Lead and Management to prioritize support workload and/or change focus to escalated issues or system interruptions as warranted
  • Coordinates the support process between the Operations team and development team and Product team with a focus on customer urgency and impact Analyzes transaction and configuration data to solve support issues and identify trends; escalates to leadership as warranted
  • Understands and can represent business process impact and system behavior
  • Utilizes support ticket process with a focus on productivity, improvement, and values
  • Participates with delivery activities in order to drive to supportability and minimizing customer impact
  • Clearly document defects and enhancements
  • Be proactive in helping define and document best practices, business process flows, and knowledge base content
  • Create and run queries to assist with troubleshooting and identifying trends
  • Assist with department project initiatives and related reporting and documentation
  • Work closely with software developers, QA analysts, Client Teams, and IT engineers to support software products used by a global base of clients
  • Assist/guide our internal and external clients as well as customer care teams with questions about the functionality and configuration of our SaaS applications
  • Aid in the proactive development of processes and procedures that will decrease issue resolution times Troubleshoot software related problems over the phone and remotely
  • Identify the probable source of the problem, whether that is a software application component or a software or hardware problem within the IT infrastructure. Manage end user issue resolution through multiple internal and external teams.
  • Research, resolve, and respond to customer questions and callbacks in a timely manner and in accordance with established standards, policies, procedures and service level agreements

Qualifications

Preferred:

  • At least 2 years’ experience with reservation systems
  • At least 2 years’ experience in hospitality and/or travel & tourism
  • At least 3 years’ experience in a support role
  • Basic knowledge of SQL queries and database tables
  • Experience in troubleshooting various forms of software problems from the server to the client browser
  • Experience working with xml & configuration files, windows & web services 
  • Experience gathering software diagnostic data and process dumps 
  • Experience working with multiple stakeholders in a problem-solving environment
  • Proficiency with SQL Database querying and with Excel (PivotTable, Graphs, Query and Macros) and standard tools 
  • Understanding of internet networking connectivity technologies including firewalls, tcp, dns, dhcp, and ssl

 

Skills:

  • Sense of urgency and sensitivity regarding customer/business impact and other corporate priorities
  • Procedurally minded towards appropriate course of action; especially within a ticketing process
  • Sound judgment regarding priority and escalation/engagement
  • Analytical view to support software troubleshooting through data; synthesized into relevant and useful information and knowledge in a quantitative problem-solving environment
  • Quick learning skills and inquisitive nature to expand subject matter expertise
  • Excellent communication skills, tailored to different organizational audiences and across the spectrum of hierarchy with a focus on international exposure (i.e. from Customer Care Agents to Developers)
  • Inspire confidence while leading customers through the steps to resolve issues via phone and email
  • Ability to compare XML messages and identify discrepancies
  • Excellent time management and organizational skills with the ability to work independently
  • Eagerness to contribute in a team-oriented environment 
  • Superior technical expertise and work ethic

 

 

#LI-JA1

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed