Support Analyst in Salt Lake City Call Center at Marriott Vacations Worldwide Call Center

Date Posted: 9/25/2019

Job Snapshot

Job Description

Are you ready to grow your dream career while making others' vacation dreams come true? Marriott Vacations Worldwide is a world premier organization for Vacation Ownership with resorts at destinations around the globe. Join our team and help deliver unforgettable experiences that make vacation dreams come true.

Generic Position Summary

As a member of the professional staff, contributes general knowledge and skill in a discipline area (e.g. Information Resources) to support team and/or department objectives. Generally works under close supervision or within well-established guidelines to complete routine tasks.

Specific Job Summary

To support the client of IR services by responding to customer requirements as part of a technical help management team or technical member of a business support team. This support covers technical software, hardware or process:

  • Supports global clients

  • General knowledge of computer equipment and peripherals.

  • Proficiency with Microsoft Office applications is a plus.

  • Prioritize and analyze customer's request, referring problems or concerns to the Lead Support Analyst.

  • Proven trouble-shooting and problem solving skills.

Generic Expected Contributions

  • Performs the following types of basic tasks: analysis, auditing, programming, research, report generation, and software integration.

  • Responds to, solves and makes decisions on standard/routine business requests with limited risk.

  • Responsible for own work and contributing to team, department and/or business results. May direct work of non-management staff.

  • Assists more senior associates in achieving business results by:

  • utilizing technical knowledge and skills to enhance business processes.

  • establishing priorities for self and, where appropriate, others.

  • allocating own time effectively to meet goals in a manner that does not disadvantage other associates or groups.

  • contributing to department/unit budget as appropriate (i.e., input, following guidelines, etc).

  • Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge.

  • Performs other duties as appropriate.

Specific Expected Contributions

  • Provides level 1 problem determination and support to all of Marriott Vacation Club, a specific Marriott business or corporate function using documented procedure and available tools.

  • Handles queue management of incoming calls.

  • Maintains currency on all supported hardware, software products in order to support Marriott Vacation Club personal

  • Following SLA guidelines, escalate all business-critical problems which cannot be resolved given the knowledge base

Generic Candidate Profile

Successful candidates should possess knowledge and experience and demonstrate strong leadership and relationship skills as follows:

Usually a professional position with general knowledge in a discipline (Information Resources). College degree and/or related experience typically required.

Specific Candidate Profile

  • Technical Infrastructure

  • Customer Service Orientation

  • Quality Measurements

  • Complaint Resolution

  • Problem Solving & Resolution

  • Global Orientation

  • Communications (Listening, Persuasiveness, Oral, Written)

  • Leadership (Impact, Involvement, Change Management)

  • People (Team Orientation, Judgment, Interpersonal Relations, Results/Goal Orientation, Resiliency/Adaptability)

Qualifications:

Education: Requires a BA/BS degree in technical field or equivalent technical training and on-the-job experience.

Experience: 1-2 years work experience in technical customer service support or having equivalent typeof skills experience.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.