POSITION SUMMARY

As a member of the support organization, this role provides call resolution support for technical and functional aspects of Marriott’s Reservation Systems, Sales & Catering, One Yield, Mobile Guest Services, and Property Management Systems applications and components. This includes desktop/laptop troubleshooting, browsers, MI Connector, and basic network connectivity and troubleshooting. Support for other Marriott standard products may also be required.

KEY ACCOUNTABILITIES

• Provides support and level-one resolution determination for a specific Marriott business application using documented procedures and available tools.
• Records incidents in the CRM tool per established service level agreements (SLAs).
• Ensures timely resolution and escalation of incidents as needed, identifies impact to the customer, and assigns the appropriate priority.
• Communicates resolution and/or next steps to the customer.
• Delivers strong communication (written and verbal), able to speak with customers and document interactions in business terms.
• Works scheduled hours as required to accommodate global customer demand; schedules may be rotational or outside standard business hours.
• Works remotely from a home office environment conducive to conducting business over the phone.

Please refer the Job description for details