1 day old

Application Support Analyst - Customer Support

Bethesda, MD 20817
  • Job Code
  • Payrate
    $25 To $30

TITLE: Application Support Analyst - Customer Support

LOCATION: Central Time Zone - Remote/Work from Home Opportunity

DURATION: 3 month contract to hire


  • Facilitates the entire call resolution process from initial contact (call or email) to resolution for a supported business applications.
  • Resolves many of the call requests independently.
  • Escalates issues, as needed, to appropriate business units and Service Providers and documents requests following established procedures.
  • Contributes general knowledge and skill to the information technology discipline to support team and/or department objectives.
  • Generally works under close supervision or within well-established guidelines to complete routine tasks.
  • Requires shift work as the Help Desk operates 24x7x365.

Education and Experience Required:

  • 3+ years' experience in business application support in a call center environment, customer service or hospitality
  • High school diploma or equivalent (GED)


  • Core working knowledge of the FS PMS, GuestWare, ScerIS and Elavon systems
  • Core working knowledge of FOSSE PMS
  • Established work history of strong customer service
  • Ability to effectively facilitate complaint resolutions
  • General knowledge of business functions and business processes
  • Strong communication skills (written and verbal)
  • Skilled at listening and persuading
  • Experienced in supporting change management efforts
  • Strong team orientation


  • Initiates escalation as appropriate to facilitate management awareness of problems that are severe in nature or that are exceeding documented service level agreements
  • Provides level 1 problem determination and support for a specific application using documented procedures and available tools
  • Records incidents and status information in CRM tool per established service level agreements; communicates resolution and/or next steps to the customer
  • Attends business meetings/training as necessary
  • Functions as the customer advocate for business applications
  • Determines and assigns priorities for incidents
  • Determines appropriate escalation to business units or Service Providers
  • Responsible for own work and contributing to team, department and/or business results.
  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.
  • Performs other duties as appropriate.


Featured Jobs

Career News

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Application Support Analyst - Customer Support

Randstad Technologies
Bethesda, MD 20817

Share this job

Application Support Analyst - Customer Support

Randstad Technologies
Bethesda, MD

Separate email addresses with commas

Enter valid email address for sender.

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast