Customer Support Analyst

4 months ago


กรงเทพมหานคร, Thailand Cendyn Full time

**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**:



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