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Analyst, Technical Sppt

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Analyst, Technical Sppt

Full Time | Horacio 1855 - PH | Polanco | Ciudad de Mexico | Mexico | 11510

Go Put the World on Vacation

 

At Wyndham Destinations our goal is simple: to put the world on vacation. Our award-winning team of nearly 25,000 associates is diverse and dedicated, caring and creative. Together we’re shaping the future of the timeshare industry by doing things never done before. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business.

The Technical Support Analyst acts as the first point of contact to the Account Management and other internal groups for troubleshooting and resolution of issues or problems that cannot be resolved by the customer support organization.   Associates perform troubleshooting and conduct problem determination to identify problem source and resolve as possible.  The analyst will escalate unresolved issues to the appropriate group and provide input in issue review and prioritization.

The Technical Support Analyst will act as a subject matter expert for all proprietary online booking products.  The analyst may also be required to perform QA testing from time to time.  Interaction with other internal teams including, product development and technology, will be necessary in the issue resolution cycle.

The Technical Support Analyst may also serve as the originator of
communications to the Customer Support Groups providing notification of system outages or issues that may impact Travelport service levels.

  • Act as first point of contact for the Customer Facing Teams on the verification, troubleshooting, and/or escalation of issues.
  • Receives, investigates, documents and resolves or escalates trouble calls or emails from internal customers
  • Manages and prioritizes incoming issues based on determination of criticalness
  • Escalates issues to appropriate group for resolution, review and prioritization
  • Identifies and documents possible feature enhancements
  • Supports Account Development team on customer communications and provides updates on known issues impacting strategic
    customers
  • Participates on cross-functional teams
  • Assume ownership of project-related tasks as needed or assigned.
  • Act as liaison between customer facing and other CCTS groups
  • Acquire and maintain expert knowledge of current and pre-released products, features, and services

Must Have:

Superior analytical and problem-solving skills, strong oral and written communication skills, 5 years corporate travel industry experience preferably with Online Booking Tool experience; Working knowledge of GDS’s, specifically Apollo and Worldspan. Ability to work effectively and positively in a team environment. Strong internet, Windows-based PC, and Microsoft Office Suite product
knowledge.

Should Have:

Thorough knowledge of web browsers systems and computer operating systems.  Time management skills.

Pluses:

Knowledge of the Travelport|Orbitz for Business Online Booking Tools. Experience in working with databases.

The Company makes every effort to ensure equal employment opportunities for all individuals and abides by EEO and nondiscrimination provisions of all applicable federal, state, and local laws and regulations. If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

Job Requisition: R-2359

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