Application Support Analyst

3 weeks ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 23013884

**Job Category** Rooms & Guest Services Operations

**Location** Dubai Area Office, Central Park Towers Level 12, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Management


**JOB SUMMARY**

Key accountabilities include:

- 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:

- Determines and assigns priorities for incidents.
- Determines appropriate escalation.

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._
- Marriott International is the world’s 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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