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Associate, Technical Services

Duetto

Duetto

IT
United States
Posted on Saturday, May 18, 2024

POSITION SUMMARY AND OPPORTUNITY

The Associate will participate in rotational assignments across various Technical Services teams, including Implementation, Data Quality, and Technical Support. These rotations aim to provide comprehensive exposure to different facets of our product and services.

As a member of technical services, you will learn to troubleshoot revenue strategy setup and integration connectivity. You will also become an expert in reservation data, resolving data discrepancies between Duetto and external systems. As an associate, you will become an expert in all Technical Service workflows, including Project Management, Salesforce, and Case Management.

Throughout the first year, the Associate will undergo four 13-week rotations: Employee Onboarding, Technical Support, Implementation, and Data Quality. Following this initial period, the Associate will have the opportunity to express preferences for a specific team assignment, which will be considered at the beginning of the second year.

KEY RESPONSIBILITIES

Technical Support Responsibilities

  • Case Management - We do not follow a tiered support structure; rather, you will own each case from Opening to Resolution. By relying on Training, Playbooks, Knowledge, and Peers, you will quickly learn to troubleshoot and resolve cases across all Duetto products.
  • Self-assignment - You will assign yourself cases from the queue not only in areas where you have expertise, but in subjects that will challenge you and help you grow.
  • Escalations - You will need to document product defects (using written text and video content) for escalation to R&D. You must be able to articulate Expected Behavior, Actual Behavior, and Repro Steps to Engineering.

Implementation Responsibilities

  • Onboard new customers to the Duetto platform or facilitate migration for existing customers undergoing changes in ownership or adopting a new property management system.
  • Manage multiple overlapping customer implementations, ensuring clear communication of project status to stakeholders for each.
  • Configure and establish connections between customer property management systems and Duetto.
  • Troubleshoot and resolve technical issues arising during the onboarding process.

Data Quality Responsibilities

  • Compare data (Reservations, Group Blocks, and Inventory) in Duetto against the source property management system and resolve any room-night or revenue discrepancies.
  • Ensure correct setup and configurations, such as taxes, packages, hotel attributes, etc...
  • Identify and communicate any issues found in integration messages (XML, HTNG) and work with the customer and partner to resolve setup in the external system.

REQUIREMENTS

  • 3+ years experience relative to the above responsibilities.
  • Exceptional verbal and written communication skills appropriately tailored to the target audience.
  • Problem-solving experience, including troubleshooting complex issues.
  • Self-motivated with a strong work ethic.
  • University Degree
  • Experience multi-tasking and meeting deadlines.

PREFERRED QUALIFICATIONS

  • 1+ years of Technical Experience
  • 1+ Hands-on experience working with integrations, APIs, and XML transactions.
  • 1+ Experience with an RMS, channel manager, CRS, or PMS.
  • 1+ years of experience in Hospitality or Hospitality Technology.
  • 1+ years experience with Data Analysis, including advanced Excel knowledge.
  • 1+ years experience with Salesforce.
  • 1+ Experience with Javascript.

About Duetto
We are a team of passionate hospitality and technology professionals delivering a modern platform to hoteliers in over 60 countries. Our solutions address the biggest problems faced by the hospitality industry by simplifying distribution complexity and optimizing profitability with unique and powerful applications that increase conversion, guest loyalty, operational efficiency and revenue. Our goal is to become the most trusted, effective and widely used hotel technology company in the world. Founded in 2012, Duetto is headquartered in San Francisco with offices in Las Vegas, London, Singapore and Buenos Aires. Duetto is backed by leading investors: Warburg Pincus, Accel Partners, Icon Ven Icon Ventures, and Battery Ventures. If you want to be a part of a fast-growing company, working with amazing people tackling big challenges in a massive industry, then Duetto is looking for you.