Marriott International, Inc Hiring for Application Support Analyst Job at Dubai Full Time

As a member of the support organization, provides call resolution support for technical and functional aspects of Marriott’s 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 Marriott’s 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 SLA’s
• Meet minimum requirements for usage and contributions to the Knowledgebase/SME areas of accountability

CANDIDATE PROFILE

Education and Experience

Required:

• 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 on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.