1 day old
2018-04-242018-05-22

Application Support Analyst - Customer Support

Bethesda, MD 20817
  • Job Code
    613986
  • 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


JOB SUMMARY



  • 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)


Preferred:



  • 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


CORE WORK ACTIVITIES



  • 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.

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Application Support Analyst - Customer Support

Randstad Technologies
Bethesda, MD 20817

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Application Support Analyst - Customer Support

Randstad Technologies
Bethesda, MD
US

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