Job Purpose:
The Technical Support Specialist – Tier 2 is part of the Cendyn Global Customer Support team and reports to the Technical Support Lead. The Global Customer Support team provides support for Cendyn products internationally.
This position will work the Tier 2 Morning (AM) shift from 07:30 am to 04:30 pm SGT or subject to operational requirements. This is a full-time position. Days and hours of work are subject to the team schedule and will require some weekend days, and some holidays.
Cendyn will be prioritizing applicants who have a current right to work in Singapore and do not require company's sponsorship of work visa.
The Specialist – Tier 2 will bring advanced diagnostic and solution skills to the Customer Support team and will assist in high-complexity support functions. The Specialist – Tier 2 ensures availability and uptime by providing technical, non-technical and functional assistance, training, and ongoing support to high value clients for a variety of web-based products and applications that cater primarily to the hospitality industry.
This position is crucial to high customer satisfaction among Cendyn clients. The Specialist works with Operations, R&D, Product, Sales, and other Operations teams to contribute support and deployment expertise.
Our Support structure has a strong reliance on training and knowledge sharing. As a Specialist Tier 2, it will be incredibly important for you to mentor less experienced team members to improve our customer responses and work towards more one touch tickets.
Job Responsibilities:
Essential Functions:
Accountability
1.Handle complex service delivery issues with Cendyn-specific software solutions.
2.Troubleshoot application issues, providing operational support for nightly processing of Cendyn applications.
3.Execute on complex incremental customer requests to assure customer satisfaction and deliver new revenue.
4.Provide efficient client support and technical assistance via email, online chat, and telephone.
5.Identify solutions for technical challenges.
6.Complete delivery tasks and projects for both external and internal customers.
Excellence
1.Support customers with business and/or technical questions.
2.Test and troubleshoot Cendyn products and integrations.
3.Research and solve data- and software-related problems
4.Develop and maintain strong SQL query and process analysis skills.
5.Ensure the consistency and stability of Cendyn applications by maintaining standards / procedures for operating technical solutions.
6.Represent Customer Support and Operations functions at customer review meetings as needed.
Collaboration
1.Distill complex topics into key talking points and then communicate them to clients and co-workers in a simple and coherent manner using a consultative approach.
2.Communicate with customers, vendors, and other external contacts as needed to assure customer success.
3.Mentor Support team members to increase knowledge and understanding to drive more one-touch tickets and improve the quality of solutions.
4.Liaise among internal and external customers as well as third-party partners in the areas of application design, modifications, and troubleshooting, with focus on smooth and robust operations.
5.Work closely with escalation resources in other Cendyn teams, addressing issues directly or engaging additional assistance when needed.
Innovation
1.Serve as a subject matter expert in the relevant product domains.
2.Contribute to process and product design and documentation.
3.Analyze complex business needs as presented by both internal and external customers and recommend delivery methods to satisfy the needs.
4.Conduct root cause analysis and provide actionable solutions to reported incidents combining data analytics, business acumen, technical expertise, product features and sound judgement.
Humanity
1.Contribute to peer-to-peer training with other team members related to application and operational topics.
2.Participate in interviews for new hires, consultants and / or replacement personnel.
Non-Essential Functions:
1.A general knowledge of the hospitality industry.
2.Use Zendesk and other CRM products to communicate and track customer interactions.
Requirements:
Required Education and Experience:
1.Bachelor’s degree in computer science or related field, OR some college plus related experience.
2.Minimum of three (3) years of experience within software development or IT.
3.Technical proficiency in Microsoft Windows operating system, web services, file management, Remote Desktop.
4.User proficiency in Microsoft SQL Server, SQL query, data importing / exporting / manipulation.
5.Technical capabilities with hands-on experience in development, coding, or database work (Python, .NET, ASP.NET, and VB.net).
6.A+ Certification.
7.Technical capability to represent operational needs and capabilities to other areas including Operations, Product Management, R&D, Sales, Marketing.
Preferred Education and Experience:
1.Hands-on experience with customer service software (Zendesk preferred, Salesforce, etc.)
2.Previous hospitality industry experience a plus.
Competencies:
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