Customer Support Analyst
5 months ago
**Job Purpose**:
This position is crucial to high customer satisfaction among Cendyn clients. The Tier 2 Customer Support Analyst 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 Tier 2 Customer Support Analyst, it will be incredibly important for you to mentor the other Support Team members including the Tier I team to improve our customer responses and work towards expedient resolution and an exceptional customer experience.
**Responsibilities**:
Essential Functions:
- Accountability_
- Handle complex service delivery issues with Cendyn-specific software solutions.
- Execute on complex incremental customer requests to assure customer satisfaction and deliver new revenue.
- Identify solutions for technical challenges.
- Complete delivery tasks and projects for both external and internal customers.
- Excellence_
- Support customers with business and/or technical questions.
- Test and troubleshoot Cendyn products and integrations.
- Research and solve data
- and software-related problems
- Develop and maintain strong SQL query and process analysis skills.
- Represent Customer Support and Operations functions at customer review meetings as needed.
- Collaboration_
- 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.
- Communicate with customers, vendors, and other external contacts as needed to assure customer success.
- Mentor Support team members to increase knowledge and understanding to drive more one-touch tickets and improve the quality of solutions.
- Work closely with escalation resources in other Cendyn teams, addressing issues directly or engaging additional assistance when needed.
- Innovation_
- Contribute to process and product design and documentation.
- Analyze complex business needs as presented by both internal and external customers and recommend delivery methods to satisfy the needs.
- Conduct root cause analysis and provide actionable solutions to reported incidents combining data analytics, business acumen, technical expertise, product features and sound judgement.
- Humanity_
- People management responsibilities including recruitment, onboarding, performance management and coaching/mentoring team members
- Demonstrate the willingness to push your team to continually provide exceptional service and strategy.
- Participate in interviews for new hires, consultants and / or replacement personnel.
Non-Essential Functions:
- A general knowledge of the hospitality industry.
- Use Zendesk and JIRA products to communicate and track customer interactions.
**Requirements**:
Required Education and Experience:
- Bachelor’s degree in computer science or related field, OR some college plus related experience.
- Minimum of three (3) years of experience within software development or IT.
- Technical proficiency in Microsoft Windows operating system, web services, file management, Remote Desktop.
- User proficiency in Microsoft SQL Server, SQL query, data importing / exporting / manipulation.
- Technical capabilities with hands-on experience in development, coding, or database work (Python,.NET, ASP.NET, and VB.net).
- A+ Certification.
- Technical capability to represent operational needs and capabilities to other areas including Operations, Product Management, R&D, Sales, Marketing.
- Keyboarding speed of 40-60 WPM.
Preferred Education and Experience:
- Hands-on experience with customer service software (Zendesk preferred, Salesforce, etc.)
- Previous hospitality industry experience a plus.
Competencies:
- Business Management Skills - Strong leadership skills (listening, communications, coaching,), ability to manage in a matrix organization, ability to implement and manage change.
- Planning and Organizational Skills -Excellent organizational, planning, and proven ability to manage multiple priorities.
- Decision Making - Excellent decision making and problem-solving skills.
- Analytical and Conceptual Thinking - Ability to interpret and analyze data and technical processes, identify problems and potential solutions, and formulate recommendations.
- Innovation - Ability to think creatively to accomplish continuous improvement and evolution of the department.
- Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
Work Environment:
This job operates in home and office environments. Working in a home environment requires the ability to focus on work-related tasks and maintain discipline and productivity without direct oversight. Working in an office environment requires a high degree of discipline and the ability to work with others in a moderately noisy open office environment with centrally controlled heat/AC setting.
**Position Type/Expected Hours of Work**:
-
Customer Performance Analyst
6 months ago
กรุงเทพมหานคร, Thailand Unilode Full time**About Unilode** **Position Overview** The Customer Performance Analyst (CPA) will enable and support a meaningful Customer Performance Cadence by jointly working with the Customer Success Manager (CSM) and the Data Analysts to create a Monthly/Quarterly Performance Story Deck for carriers. In addition, the CPA will also work with Product Owners to...
-
Customer Credit Analyst
2 months ago
กรุงเทพมหานคร, Thailand Thaioil Energy Services Co., Ltd. Full timeAssist customer credit evaluations and work closely with Commercial, and Customer Credit Analyst to assess: (a) credit worthiness of customers, (b) appropriate credit structure for sales transactions with customers in various sectors, and (c) appropriate pricing of credit risk. Help monitoring credit risk by periodically evaluating payment habits, financial...
-
Customer Performance Analyst
3 weeks ago
กรุงเทพมหานคร, Thailand Unilode Full time**About Unilode** **Position Overview** The Customer Performance Analyst (CPA) work alongside the APAC Customer Success Director (CSD) on tactical and strategic analytics which will include generating customer insights, working with Product Owners to facilitate any customer specific rollout of product deliverables. The role will also act as voice of the...
-
Analyst, IT Support
6 months ago
กรุงเทพมหานคร, Thailand Bain & Company Inc Full time**WHAT MAKES US A GREAT PLACE TO WORK** We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12...
-
IT Support and Analyst
5 months ago
ประเวศ, กรุงเทพมหานคร, Thailand บริษัท สยาม อะกริ ซัพพลาย จำกัด Full timeIT Support and Analyst รับสมัครด่วน สถานที่ปฏิบัติงาน : กรุงเทพมหานคร(เขตประเวศ) สาขาอาชีพหลัก : ไอที สาขาอาชีพรอง : IT Support/Technical Support รูปแบบงาน :...
-
Business Analyst
1 month ago
กรุงเทพมหานคร, Thailand ธนาคารไทยพาณิชย์ Full timeสมัครโปรดคลิกที่ปุ่ม "Apply" Job Description - Design business operation flow, program logic and exception according to business requirements - Support Product Owner to define product operating model - Support functional testing in feature clarification and related issues - Support production incident and defect root...
-
System Analyst
5 months ago
บางรัก, กรุงเทพมหานคร, Thailand Blockfint Co., Ltd. Full timeแชร์ เก็บงาน พิมพ์งาน ร้องเรียน สมัครงาน System Analyst รับสมัครด่วน สถานที่ปฏิบัติงาน : กรุงเทพมหานคร(เขตบางรัก) สาขาอาชีพหลัก : ไอที...
-
System Analyst
1 month ago
กรุงเทพมหานคร, Thailand ธนาคารไทยพาณิชย์ Full timeสมัครโปรดคลิกที่ปุ่ม "Apply" Job Description - Design interface specification and conduct interface discussion session with related internal and external parties. - Support performance and penetration test. - Provide other related design documents as per needed. - Coordinate with business analyst and developer to...
-
Pricing Analyst
3 months ago
กรุงเทพมหานคร, Thailand April Asia Pacific Full timeFor over 30 years, APRIL International Care has been specializing in international health insurance solutions. We design, distribute, and manage insurance plans and assistance services for individuals and businesses. With teams across Asia, Europe, and the Americas, we look after our members wherever they are ensuring they have access to the best care. We...
-
(Senior) Analyst and Digital Solutions Operation
5 months ago
กรุงเทพมหานคร, Thailand PTTEP Full timePTTEP Services Limited**Job Purpose**: **(Senior) Analyst and Digital Solutions Operation **plays two key pivotal roles as Senior Analyst and Lead Support role. As an analyst, this role is responsible in facilitating business requirements gathering across diverse domains, conducting root cause analysis to address pain points and improve processes,...
-
Demand Analyst
5 months ago
กรุงเทพมหานคร, Thailand Plexus Full timeJob Description: - Ensure all demand planning metrics are updated and maintained - Review all customer demands prior to entry into ERP system and release MRP for processing - Maintain the work order schedule and release work orders based on materials and capacity availability with feedback from purchasing and planner - Communicate schedule changes with the...
-
Business Analyst Executive
5 months ago
กรุงเทพมหานคร, Thailand Pasona HR Consulting Recruitment (Thailand) Co.,Ltd Full timeJob ID 49822 Business IT, Software, Telecommunications Job Detail - Business Analyst for ERP software (Client project) - Coordinating between customer, vendor and programmer by using English. - Identifying data and system according to customer’s business flow and requirements. - Analyzing ERP system problems and solutions. - Testing software -...
-
Customer Support
5 months ago
กรุงเทพมหานคร, Thailand Growthfn Full timeMaintaining a positive, empathetic, and professional attitude toward customers at all times. - Responding promptly to customer inquiries. - Communicating with customers through various channels. - Acknowledging and resolving customer complaints. - Knowing our products inside and out so that you can answer questions. - Keeping records of customer...
-
Business Analyst
7 months ago
กรุงเทพมหานคร, Thailand Arthur D. Little Austria Full time**Overview**: As Business Analyst at Arthur D. Little you will work on well-defined sub-tasks of the assignment with the close support and guidance of your case manager. **Responsibilities**: The Business Analyst’s role includes: - Gathering facts and analyzing data from various sources - Extracting key messages from your research in a clear and concise...
-
Customer Support Officer
5 months ago
กรุงเทพมหานคร, Thailand Airbus Flight Operations Services Limited Full time**SUMMARY OF POSITION** The jobholder, as Customer Support Officer, is part of Airbus Flight Operations Services and part of the support team belonging to NAVBLUE, customer experience department. He/She is responsible for the support, training and services of Flight Operations Solutions delivered to the operators. Primary support activities will include...
-
Support Analyst
5 months ago
ลาดพร้าว, กรุงเทพมหานคร, Thailand บริษัท แอดวานซ์ บิสซิเนส โซลูชั่น แอนด์ เซอร์วิสเซส จำกัด Full timeSupport Analyst (Project : Lotus's) รับสมัครด่วน สถานที่ปฏิบัติงาน :...
-
Customer Support Executive
6 months ago
กรุงเทพมหานคร, Thailand Pasona HR Consulting Recruitment (Thailand) Co.,Ltd Full timeJob ID 51060 Business Others Job Detail ・Provide basic support for clients (e.g. Vendor account creation in the system) ・Provide technical support and answer questions from clients over the phone ・Support vendors of clients by answering questions and provide technical support over the phone ・Support invoice processing (e.g. scan, data entry, etc.)...
-
Head of Customer Support
6 months ago
กรุงเทพมหานคร, Thailand CloudCommerce Full timeWe are seeking a dynamic and result-driven Head of Customer Support to lead our customer support team. This role is perfect for a professional passionate about customer service excellence and eager to grow within a tech-driven environment. This role is to elevate the customer experience through world-class standard of customer service from general customers,...
-
Customer Support Representative
1 week ago
กรุงเทพมหานคร, Thailand SeatOS Full timeSeatOS is on a mission to transform and digitize the land & sea travel industry, making all routes instantly bookable by anyone. Part of the leading land & sea transportation group, Travelier, SeatOS is building the dominant Transport Management System (TMS) in APAC. We are hiring for a Customer Support Representative to join our team. This role will report...
-
Technical Support
1 month ago
จตุจักร, กรุงเทพมหานคร, Thailand Advanced Systems Consulting Co., Ltd. Full timeรายละเอียดงาน **รูปแบบงาน **:สัญญาจ้าง**จำนวนที่รับ **:2 ตำแหน่ง**สถานที่ปฏิบัติงาน **:กรุงเทพมหานคร(เขตจตุจักร)**เงินเดือน(บาท) **:30,000 -...