Customer Support Analyst

ABOUT DERBYSOFT:

Connecting different businesses together is what DerbySoft’s all about. We make the travel business easier by developing intelligent technology services delivering superior performance for our customers around the globe. We’re passionate about empowering companies to achieve their goals and transforming how companies interact with their customers. 

DerbySoft has been recognized as a distinguished partner to the industry since 2002 offering strengths through exceptional technology and customer service with local operations globally. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours.

JOB SUMMARY:

The Customer Support Analyst is responsible for the operational tasks necessary to support Connectivity within DerbySoft. This includes tasks such as property loading and activation, rate plan mapping, room type mapping, rate plan and room type AllowList/BlockList management, data loading (taxes, cancel policies, etc…) and first level issue research and troubleshooting, with an emphasis on analysis of XML and JSON messages to resolve integration and data-rated issues. Additional tasks include reviewing written content in multiple languages with more emphasis on English and Chinese.

The ideal candidate will demonstrate strong critical thinking skills, an ability to quickly learn new technical and troubleshooting concepts, and the capacity to understand and follow detailed support guides to ensure accuracy and efficiency in operational tasks. 

KEY DUTIES & RESPONSIBILITIES"

• Manage day to day data load and rollouts (new properties, products, fees, ect.)
• Maintain assigned support emails through Service Now
• Meet or exceed SLA’s for all data request
• Basic troubleshooting to include reservation, availability and content APIs. 
• Understand and follow all outlined processes
• Responsible for multiple customers
• First level support for all requests
• Build and quality check new products, properties
• Attend customer calls to review operational updates/issues
• Manage/maintain/update processes as needed

KNOWLEDGE, SKILLS & ABILITIES:

Education and Experience:

• Relevant operational experience.
• Ability to read XML or JSON is a plus.
• Strong organizational and time management skills.
• Advanced Excel skills such as vlookup, concatenate, If functions a plus.

Preferred Qualifications:

• Activities are expected to be carried out with minor supervision.
• Ability to manage multiple accounts at once. 
• Possess strong written and oral communication skills. 

BENEFITS:

• Flexible Schedule
• Generous Paid Time Off
• Competitive Pay
• Annual Bonus
• Referral Bonus
• Health, Dental & Vision Benefits 
• Company provided Life Insurance Program
• Company provided Long – Term Disability Benefits
• Voluntary Life 
• Employee Assistance Program
• Company Matching Retirement Program

DerbySoft, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

We also participate in E-Verify for anyone hired in the United States of America. 

*No Visa Sponsorships for this position

*No relocation assistance