The Junior Network Analyst is responsible for the fielding of customer/customer client calls, generating a case, and either resolving or escalating the case. Calls will be a mixture of Customer Service and troubleshooting of technical issues. This is a position that requires varied shift work including evenings, weekends and statutory holidays; as the role is active seven days a week, 24 hours a day, and 365 days a year. This position interfaces with the Intermediate and Senior Network Analysts, as well as Clients and Clients Customers. These analysts perform special projects for all other departments. Key Responsibilities: • Taking calls from Hotel Guests and Hotel Staff Members. • Adhering to company policy on attendance and use of phone status buttons. • Addressing questions and concerns reported by callers. • Using internal software to create tickets according to Company standards and procedures. • Resolving tickets according to company policies. Properly escalating tickets per company policy. • When requested, handling e-mail communication with the clients. • Provide exceptional customer service to Callers. • Representing the company, showing a positive image to Callers. • Following policies and procedures provided during training or supplied by Managers. • Meeting or exceeding the expected KVI and KPI’s. • Working well with other Guest-Tek employees. • Keeping up with changing technology and company policies. • Attending additional training programs that will be provided and organized by the Company. • Other related duties as assigned.

Employment Type
Full time
Job Role / Function
Support Services
Career Level
Mid Career / Senior
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