Associate Technical Support Engineer

Passionate people. Loyal clients. Leading solutions.

With a rich culture of creative collaboration and professional growth, IDeaS’ team members build successful careers with us.

IDeaS is proud to be a global powerhouse of innovation and excellence; challenge and reward. No matter where we’re working, our teams come together to create leading revenue management solutions that accelerate our clients’ growth through revenue optimization.

Now we just need you!

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…

We Support Who You Are….

As a global company, we strive to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. Whether you’re launching a new career or expanding your current one, IDeaS is a company where you can balance great work with all other aspects of your life.

At IDeaS, we also aspire to live our values each day by being Accountable, Curious, Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts, represents and provides a place for diverse ideas, unique perspectives, and authentic voices.