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Technical Support Analyst in Dallas, TX at APEX Systems

Date Posted: 1/12/2019

Job Snapshot

Job Description

Job #:  929161

Need: Technical Support Analyst 

Location: Dallas, TX 75240

6 month contract

Programs/Tools:
SQL, Excel 

Must Have:

  • analytical mindset
  • attention to detail
  • ability to absorb and execute new learning skills quickly

General Responsibilities:

  • Maintain an in-depth understanding of assigned systems and related business impacts
  • Work closely with hotel partners and internal customers to resolve problems.
  • Provide support in resolving complex issues with partners  connectivity.
  • Identify and report action items and escalation on the defined Service Level Agreements (SLA) and Key Performance Indicators (KPI).
  • Work 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 that use QuickConnect technology.
  • Generate ad-hoc database reports.
  • Maintain status schedule of data completed, data in-progress, and data waiting to be processed.
  • Provide technical escalation support for all T1 analyst issues, including ticket escalations, connectivity related escalations, and operational escalation support.
  • Book, change, and cancel reservations for lodging properties in an production environment and provide support for T1 team during high volume periods.
  • Provide assistance to System Technical Support Analysts with managing and supporting customer escalation calls in a 24/7 environment.
  • Diagnose, document, and provide Reason for Outage (RFO) documentation for connectivity and other system level issues.
  • Work closely with hotel partners and internal customers for problem resolution and escalation