Technical Support Analyst

Job Purpose:
This role is a bilingual position (Spanish/English) and is crucial to high customer satisfaction among Cendyn clients. The 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 an Analyst Tier II, it will be incredibly important for you to mentor less experienced team members to improve our customer responses and work towards more one touch tickets.

Job Responsibilities:
Essential Functions:

- Accountability_
- Install, maintain, test, and repair proprietary Cendyn software solutions.
- Troubleshoot and resolve connectivity and integration challenges associated to networked peripheral devices and networking hardware products.
- Complete delivery tasks and projects for both external and internal customers.
- Fully document all troubleshooting steps and activity in the Zendesk incident.
- Outage, performance, and system degradation management
- 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.
- Exceptional ability to utilize self-service resources (internal tools, documentation, knowledge articles, Zendesk and Jira incidents) to find solutions.
- Excellent time management skills
- Collaboration_
- 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_
- Participate in interviews for new hires, consultants and / or replacement personnel.

Non-Essential Functions:

- A general knowledge of the hospitality industry.
- Use Zendesk and other CRM 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.
- 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 basic Python scripting.
- Technical proficiency with network troubleshooting, IP Configuration and DNS.
- 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.
- Empowerment, Coaching and Teambuilding - Ability to provide guidance and coaching while empowering staff to perform their roles. Create and maintain sense of teamwork to ensure accountability, cooperation, and collaboration towards a common goal.
- 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.

Position Type/Expected Hours of Work:
Travel:
This position requires up to 10% travel. Frequently, travel is outside the local area and overnight.

EEO Statement

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Cendyn complies with appli