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Contact Center IT Specialist

Posted July 19, 2021

Worldwide Reservations Center
Omaha, NE
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About This Job

Description

This is an incredible opportunity for individuals looking to get their foot in the door with IT and gain skills and knowledge in the tech field.

 

These positions can be worked at our Global Contact Centers in Omaha, NE or Marion, IL or remotely from the following states:  Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

Front line support for troubleshooting Global Contact Center Information Technology related issues, colleague tickets, telephone device configuration, support of new hire classes and move-add-change requests. 

Primary responsibility is to support Hyatt colleagues by assisting the Contact Center Information Technology Analyst(s) in completing related projects and assignments.   Analyzes incoming tickets to identify requirements and participate with internal / external resources on the configuration of Global Contact Center Information Technology components. 

  • Monitor colleague ticket queues with timely resolution of issues and/or escalation when necessary.

 

  • Participate in the day to day support of the Global Contact Center Information Technology communication environment.
  • Provide first level support for Global Contact Center Information Technology issues and colleague tickets/requests ensuring timely and accurate issue resolution.
  • Complete work orders for moves, adds, changes (MAC) and deletions, on designated communications systems.

 

  • Coordinate replacement / repair / testing of communications equipment.
  • Primary resource for new hire technical testing sessions to ensure remote colleague equipment is functioning correctly.
  • Provide backup support for the Global Contact Center Information Technology Analyst in the building of user accounts across the various communication channel systems (telephone accounts, email routing, chat, and onmi-channel platforms)
  • Provide end user training as needed to improve understanding of the communications systems thus increasing overall end user efficiency and feature use

Qualifications

Experience

  • Experience working in a technology-support role beneficial.
  • Experiencing working in a contact center environment utilizing various contact center applications.
  • Strong communication and customer service skills.
  • Strong technical problem-solving skills preferred.

 

Education

  • Associates Degree in technical field beneficial.

 

Certificates, Licenses, Registrations

  • Technology-support certifications beneficial

 

Hyatt is an equal employment opportunity and affirmative action employer.  We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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About this Employer

Worldwide Reservations Center


Omaha, NE 68127

68127

Sales Office

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