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Technical Ops Support Analyst-USD

Springfield, MO
General Responsibilities: Develop an in-depth understanding of the our company Connect, our company QuickConnect, Venere Connect, and our company inventory system as well as the related business impacts Work closely with hotel partners and internal customers for problem resolution and escalation Provide technical support resolving complex issues with partners' connectivity system Generate system reports and identify action items Escalation of cases to meet the defined Service Level Agreements and Key Performance Indicators Coordinate with Market Management, Operations Support and Product teams to escalate issues of a technical and business nature Support Market Managers and Market Coordinators in daily operations for hotel partners Assist in preparation and distribution of daily, weekly and monthly reports Generate adhoc database reports Maintain status schedule of data completed, data in progress & data waiting to be processed Maintain open dialogue with Market Manager, Market Coordinators and Regional Director Act as a liaison between the frontline our company Market Management team (Market Managers and Market Coordinators) and the technology product development team Ability to work in a technical 24/7 environment in either 1st, 2nd, or 3rd shift support role and escalate to Tier 2 support teams and program managers as necessary

Requirements: BS/BA or equivalent experience and proven experience of technical analysis experience in a customer support environment Proven experience in an analytical role involving strong research and solution design skills in a technology environment A solid understanding of web technology, especially an analytical understanding of XML and web services Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases Excellent interpersonal abilities along with good oral and written communication skills. A passion for customer service and above average patience and diplomacy Capacity to work independently with minimum supervision within a remote office and coordinate work within the team Proficiency in Microsoft Word and Excel and usage of the Internet Ability to work and thrive in a multitasked, fast paced environment Professional, �get it done�� attitude and work ethic Conscientious, quick learner, adaptable, and strong team player Knowledge of the hotel industry a strong asset Associate: Junior level resource with some basic experience Intermediate: Medium level resource with significant experience Advanced: Senior resource with considerable and extensive experience
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