Application Support Analyst

Job Description

JOB SUMMARYAs a member of the support organization, provides call resolution support for technical and functional aspects of Marriotts Reservation Systems, Sales & Catering, One Yield, Mobile Guest Services, and Property Management Systems applications and components. This includes Desktop / laptop troubleshooting, Browsers, MI Connector, and basic network connectivity and troubleshooting. Support for other Marriott standard products may be required. Key accountabilities include:

• Provides support and level-one resolution determination for a specific Marriott business application using documented procedures and available tools
• Records incidents in CRM tool per established service level agreements (SLAs)
• Ensures timely resolution and escalation of incidents as needed, identifies impact to customer and assigns the appropriate priority.
• Communicates resolution and/or next steps to the customer.
• Strong communication skills (written and verbal) and able to speak to customer and document interactions in business terms
• Working hours will be scheduled as required to accommodate global customer demand and workschedules may be rotaltional or outside of what is considered local business hours
• This position is a remote work from home and requires a quiet home office environment that is conducive to conduction busines over the telephone.

Major Decision Making Impact:

• Functions as the customer advocate for Marriott business applications.
• Determines and assigns priorities for incidents.
• Determines appropriate escalation.

Key customers include support communities for the following applications One Yield, Sales & leaders and associates, PMS General Managers, Sales and Catering Teams, Reservation Systems communities, Corporate business partners, and other approved users of Marriotts applications. Measurements of success include:

• Logging, at a minimum, 90% of all support efforts (in-bound calls, out-bound calls, research, troubleshooting, follow-up) into CRM tracking software
• Maintaining an average customer service quality survey score of 80% or better
• Maintain an acceptable closure rate on all cases as defined by the management team
• Arriving to work on time as scheduled by Manager
• Completion of any other support-related tasks as assigned Manager, within a reasonable timeframe
• Answer ACD calls within three rings
• Maintain or exceed internal/external SLAs
• Meet minimum requirements for usage and contributions to the Knowledgebase/SME areas of accountability

CANDIDATE PROFILEEducation and ExperienceRequired:

• High school diploma, or equivalent
• 1+ years experience at Marriott Systems Support Center, or equivalent
• 2+ years experience in a contact center, customer service or hospitality environment

Preferred:

• Undergraduate degree
• Hospitality/Sales, Reservation Systems, Revenue Management, Front Desk, or Mobile Guest Products experience
• Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.

CORE WORK ACTIVITIES Call Resolution Process

• Provides excellent customer service and follow-up for all customers who call into the support desk.
• Maintains, reviews and complies with all distributed documentation that pertains to products supported or operating procedures.
• Understands proper procedures for logging into the ACD and maintaining a status of available when not scheduled for a break or other efforts scheduled with the Manager.
• Assists other analysts as necessary with support issues and escalations.
• Performs the following types of basic tasks: analysis, auditing,forecasting, research, and report generation.
• Responds to, resolves and makes decisions on standard/routine business requests with limited risk.
• Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.
• Assists more senior associates in achieving business results by:
  • Utilizing technical knowledge and skills to enhance business processes.
  • Establishing priorities for self and, where appropriate, others.
  • Allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.
  • Contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).
• Performs other duties as appropriate

Marriott International is an equal opportunity employer.We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture.We are committed to non-discrimination onanyprotectedbasis, such as disability and veteran status, or any other basis covered under applicable law.Marriott International is the worlds largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you

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About Company

Marriott Hotels & Resorts is Marriott Internationals brand of full-service hotels and resorts based in Bethesda, Maryland. As of June 30, 2020, there were 582 hotels and resorts with 205,053 rooms operating under the brand, in addition to 160 hotels with 47,765 rooms planned for development