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Application Support Analyst - Mobile Guest Services

Company: Marriott
Location: Jackson
Posted on: August 6, 2022

Job Description:

**Job Number** 22105172**Job Category** Information Technology**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States**Schedule** Full-Time**Located Remotely?** Y**Relocation?** N**Position Type** Management? **JOB SUMMARY**As a member of the Service Desk Support organization, the support analyst provides first level hotel operations, functional, and technical troubleshooting support for Marriott's mobile applications and Mobile Guest Services. This includes basic network connectivity and troubleshooting. The Analyst resolves contact requests independently, escalates issues as needed to the appropriate Marriott business or global technology units and Service Providers. Case notes will be clearly documented using established procedures. Works under general supervision to complete routine tasks. Completes projects or additional assignments as requested by the Support Manager. The Service Desk operates on a 24x7x365 basis and flexibility with schedule is critical in this role.**CANDIDATE PROFILE****Education and Experience****Required:**+ 3+ years' general work experience including at least one year of experience in one or more of the following:+ Business application support in a call center environment+ Technical customer service+ Hotel front or back office (sales, rooms operations)+ High school diploma or equivalent**Preferred:**+ Undergraduate degree from accredited University or College+ Bi-lingual capabilities+ Professional Certifications such as ITSM, ITIL, PM, HDI+ Experience using contact center tools to include incident ticketing systems, call distribution systems, and other customer chat.+ Core working knowledge of Marriott's primary business applications and systems+ Established work history of strong customer service+ Ability to effectively facilitate complaint resolutions+ General knowledge of Marriott business functions and Marriott business processes+ Experience with direct support or previous usage of multiple PMS or Business Application systems+ Strong communication skills (written and verbal)+ Skilled at listening and persuading+ Experienced in supporting change management efforts+ Strong team orientation+ Experience using a Knowledge Management product+ Proficiency with Microsoft Office 2016 products, Windows 7, 10. Internet Explorer and general desktop / laptop troubleshooting.**CORE WORK ACTIVITIES**+ Answers phones in a timely manner and using appropriate scripts and language as per department policy+ Responds in writing via email or chat to customer inquiries per department policy+ Creates and updates Help Desk incident or service tickets as defined by department procedures and policies+ Provides excellent customer service and follow-up for all customers who call into the Help Desk.+ Maintains, reviews and complies all 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.+ Escalates issues to second and third level support and/or on-call support as well as critical issues to Support Manager.+ 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.+ Follow internal and external Service Level Agreements and standard operating procedures of the team.+ Performs other duties as appropriateThis position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved._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?

Keywords: Marriott, Jackson , Application Support Analyst - Mobile Guest Services, Professions , Jackson, Mississippi

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