Hotel Systems Technical Support Analyst
Hotel Systems Technical Support Analyst - MUST BE FLUENT IN JAPANESE AND ENGLISH LANGUAGE
Position Overview:
The Hotel Systems Technical Support Analyst helps provide support for all externally connected properties connecting to Expedia Inc. (HotelExtranet Hotels, Expedia Connect Hotels, Expedia Quick Connect Hotels,) to include troubleshooting and diagnosing technical support issues, ensuring that hotel partners have proper connectivity, running and reviewing system and vendor reports to determine system issues, and to ultimately provide implementation, launch, and post connectivity support for all properties per Expedia Inc. standards.
Responsibilities:
Develop an in-depth understanding of the Expedia®Connect, Expedia QuickConnect, and Expedia 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 provideSummaryfor inquiries and disputes
Coordinate with Connectivity Partners on the implementation of connectivity solutions for new hotels to Expedia Systems
Follow documented processes to connect new properties to Expedia solutions
Consult with new Connectivity Partners to launch new connectivity solutions by providing guidance, instruction and testing
Support Connectivity Account Managers, Market Managers and Market Coordinators in daily operations for hotel partners
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 Expedia 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:
BS/BA or equivalent experience of 2+ years of technical analysis and troubleshooting in a customer support environment
Verbal and written Japanese and English skills are required
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
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