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Tech Ops Support Analyst - Springfield, MO

Springfield, Missouri, United States
December 01, 2016

Just found your resume on Dice and wanted to share this position with you. I am looking for Tech Ops Support Analyst for Expedia in Springfield, MO. This role has some technical analysis and troubleshooting in a customer support environment. Here is the job description below. Let me know if this is align with what you are looking for and maybe we can set a time to discuss further.

Responsibilities: Develop an in-depth understanding of the hotel inventory system as well as the related business impacts Work closely with hotel partners and internal customers for problem resolution and escalation Provide technical support by phone and email to resolve issues with partners’ connectivity system Research and analyze system data and provide summary for inquiries and disputes Generate system reports and identify action items Escalation of cases to meet the defined Service Level Agreements and Key Performance Indicators Coordinate with Market Management, Operations Support and Product teams to escalate issues of a technical and business nature Support Market Managers and Market Coordinators in daily operations for hotel partners Assist in preparation and distribution of daily, weekly and monthly reports Generate adhoc database reports Schedule and execute against planned outages and maintenance Maintain open dialogue with Market Manager, Market Coordinators and Regional Director Act as a liaison between the frontline Client Market Management team (Market Managers and Market Coordinators) and the technology product development team Ability to work on shifts that extend outside of normal workday and hours

Requirements: 2+ years of technical analysis and troubleshooting in a customer support environment

2+ years of experience in an analytical role involving strong research and solution design skills in a technology environment A solid understanding of web technology, especially an analytical understanding of XML and web services Aptitude for data analysis: Excel, basic concepts of SQL and ideally a practical knowledge of databases Excellent interpersonal abilities A passion for customer service and above average patience and diplomacy Capacity to work independently with minimum supervision within a remote office and coordinate work within the team Proficiency in Microsoft Word and Excel and usage of the Internet Ability to work and thrive in a multitasked, fast paced environment Professional, “get it done” attitude and work ethic Conscientious, quick learner, adaptable, and strong team player Knowledge of the hotel industry a strong asset Strong English communication skills, verbal and written required.