Technical Support Engineer I – Cendyn

The Technical Support Engineer I is part of the Global Customer Support team, providing assistance to Cendyn customers. This role requires functional knowledge of Cendyn products and the ability to troubleshoot technical and non-technical issues. The position plays a crucial role in maintaining high customer satisfaction by collaborating with various teams, sharing knowledge, and continuously improving response efficiency.

Accountability:

• Provide technical support via email, online chat, and phone.
• Handle functional support inquiries for Cendyn software solutions.
• Troubleshoot customer issues and execute customer requests.
• Identify solutions for technical challenges.
• Complete internal and external customer projects.

Excellence:

• Assist customers with business and technical inquiries.
• Test and troubleshoot Cendyn products and integrations.
• Represent Customer Support at client meetings when needed.

Collaboration:

• Communicate effectively with customers and internal teams.
• Mentor support team members to improve ticket resolution efficiency.
• Work closely with escalation resources to resolve complex issues.

Innovation:

• Serve as a subject matter expert in Cendyn products.
• Contribute to process and product improvements.
• Conduct root cause analysis and provide actionable solutions.

Humanity:

• Participate in peer-to-peer training sessions.

Requirements

Required Education & Experience:

• Bachelor’s degree in hospitality, computer science, or a related field, OR relevant experience.
• Ability to represent operational needs to various departments.
• Typing speed of 40-60 WPM.

Preferred Education & Experience:

• Experience with customer service software (Zendesk preferred, Salesforce, etc.).
• Hospitality industry experience is a plus.

Key Competencies:

• Strong leadership, communication, and decision-making skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in MS Windows-based tools, databases, and SharePoint.
• Analytical thinking and problem-solving abilities.
• Ability to coach, mentor, and collaborate with teams.

EEO Statement
Cendyn is an equal-opportunity employer committed to diversity and inclusion. The company does not tolerate workplace harassment and ensures compliance with all employment laws.

This job description may be subject to change based on business needs.