300047 Web Serv. Customer Application Support Location: Atlanta, GA Length: 6 Months If interested, please send resumes to Eric@ccsiinc.com Description: May act as the customer Single Point of Contact (SPOC) and co-ordinate application troubleshooting with customers and/or internal resolver groups, ensuring the highest level of customer service is maintained to resolve the fault and incident within the prescribed SLA, when required. - Adhere to installation guidelines, application documentation and industry best practices in order to deliver quality service. - Collaborate with customers to understand, document and resolve problems to high complexity within the designated application. - Conduct the analysis, definition, documentation and/or testing of application software changes and system enhancements. - Support Global Sales teams with completion of Requests for Proposal (RFPs) and product demonstrations when required. - Collaborate inter-departmentally with Senior or Lead Analysts and/or Software Development personnel to identify the root cause of application problems, and provide possible workarounds or resolution details to customer. - Plan and deliver our application training both internally and to our hosted customers. - Complete implementation project tasks on time, to company standards and to the satisfaction of the customer. - Execute testing with customers and third party service providers to ensure application and system processing is functioning properly for cutover. - Provide product, process and solution consultancy to customers and internal company teams as required. - Conduct audits of customer processes and procedures and suggest improvements. 1) Strong Subject Matter Expertise of up to 5 years experience in one of the following disciplines: Fares Pricing systems Reservations systems Ticketing systems eCommerce systems 2) Very Strong Subject Matter Expertise in OTA xml standards. - Fluent verbal and written communication skills in English language and the local in-country language. - Operating knowledge of Microsoft Office products. - Ability to support, troubleshoot, analyze and investigate application software and/or IT systems. - Ability to install and configure in the applicable application software and technology / vendor environment. - Familiarity with ITIL and service management practices and procedures. - Ability to analyze, draw conclusions, and create solutions to customers' moderately complex problems. - Ability to build relationships with peer and management levels both with clients and the company management. - Ability to prioritize work, work under pressure and multi-task. - Ability to use a team approach to solve problems when appropriate. - Ability to demonstrate agility, flexibility and innovation in an environment where priorities and tasks can change rapidly. - Ability to work in a multi-cultural and diverse business environment. Keywords: Information Technology