Location: Pune, Maharashtra
Qualification:
UG: Any Graduate
PG: Any Postgraduate
Experience: 0-1 Years
CTC: Not Disclosed
Job description
In this
position you will be responsible for resolving basic client business, decision
and technical issues directly with the client via client portal support cases,
the real-time chat function and verbal communication. You will contribute to
the quality of the system forecasts and decisions, thereby to client retention.
The Sr. Associate Revenue Optimization Data Analyst will work directly on
issues raised by the client providing solutions to business, decision and technical
queries.
What you ll be doing...
·
Involves
working in the night shift (at least 80%) to support the clients during their
business hours (afternoon US time)
Gain a basic understanding of IDeaS products and processes in relation to the
hospitality business
Resolve basic Technical, Business or Decision issues for the client including
questions on business practices, system configuration, system usage and
monitoring
Ensure client questions either raised as client portal issues or via chat in
the client community are resolved accurately within pre-defined resolution
timeframes and details entered in community
Effectively communicate with clients on business, decision and technical issues
via client portal support cases, real-time chat function or verbal communication
directly with Client and Client s Franchised Properties as required
Interact with and support the internal clients like Enterprise Client
Relationship Manager, Enterprise Project Managers, Quality Assurance, Research
and other teams
Ensure timely identification of issues and appropriate escalations to the
senior ROA member
Assist in special departmental projects
Acquire technical skills to qualify for Revenue Optimization Data Analyst
certifications
Execute special procedures to create structured data analysis or ad-hoc reports
for IDeaS clients
What you ll bring to us
·
Acquire
thorough integration and system knowledge for IDeaS clients. Have a good
understanding of the client business practices which impact the performance of
the RMS
Optimize the turnaround time for technical, installation and monitoring issues
Contribute to special projects involving installation, configuration and
technical issue resolution while working on forecast and decision related
concerns
Provide feedback and input to the IDeaS departments responsible for improving
self-service tools with the objective of reducing total case numbers
Update the IDeaS internal knowledge base with the objective of reducing
escalated case numbers
Provide service level reporting as required by Team and Program Leaders
Maintain an in-depth knowledge of the IDeaS System and its business
applications (including an understanding of business issues solved)
·
Bachelor
s Degree or diploma in Hotel Management or an analytically rigorous field
At least 6 months to 1-year experience in supporting enterprise clients via the
real-time chat specifically during the US business hours
Organizational, planning, analytical and problem-solving skills
Good communication skills - both written and verbal
Readiness to work in shifts in a 24*7 environment, predominantly the night
shift based on the client s requirement and time zone
Engineering - Hardware & Networks
Full Time, Permanent
IT Network
About company
A pioneer and global technology leader, IDeaS offers industry- leading revenue management solutions for business of all types and sizes in the global hospitality and travel industries. We transform the right data into clear and actionable insight, so that our clients can price, forecast and report with speed and confidence, improving business performance.
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