Systems Analyst - Guest Account Purser **Req number:** R4034 **Employment type:** Full time **Worksite flexibility:** Remote **Who we are** CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. **Job Summary** We are looking for a motivated Systems Analyst ready to take us to the next level! If you have strong experience as a guest accounts purser and strong customer service skills and are looking for your next career move, apply now. **Job Description** We are looking for a **IT Support Specialist** to provide dedicated technical support to the Guest Accounts Purser team, ensuring seamless operation of all systems used for managing guest folio accounts. This position will be **full-time** and **[remote.** The IT Support Specialist will provide dedicated technical support to the Guest Accounts Purser team, ensuring seamless operation of all systems used for managing guest folio accounts. This role requires a strong understanding of the specific needs and workflows associated with the Guest Accounts Purser role, including familiarity with property management systems, credit card processing, and guest account management. Prior experience as a Guest Accounts Purser is highly preferred. **What You'll Do** + Provide technical support for the property management system, ensuring proper functionality in accordance with brand standards and company policies + Assist in the validation and processing of credit card transactions, ensuring compliance with company’s SQM policies + Monitor and troubleshoot issues with declined or problematic credit card transactions, providing support to guests and staff in setting up alternative payment methods + Support the final settlement of credit cards and generation of end-of-voyage reports, ensuring accuracy and adherence to GCS procedures + Collaborate with Guest Relations Officers to resolve guest inquiries and disputes, providing technical backup for applied charges + Generate and distribute standard memorandums and reminders regarding guest account statuses as per company guidelines + Oversee and provide support for the monitoring and adjustment of guest and crew onboard accounts + Ensure the accurate processing and balancing of prepaid onboard credits and onboard credits given during voyages + Conduct regular system audits and maintenance to ensure optimal performance and security **What You'll Need** Required + Fluency in English, both written and verbal + Minimum of two years of experience in an IT support role, preferably within the hospitality or cruise ship industry + Prior experience as a Guest Accounts Purser is highly preferred + Strong customer service skills with the ability to interact effectively with guests and staff in a multicultural environment + Excellent problem-solving, decision-making, and interpersonal skills + Proficiency in computer software relevant to property management and accounting systems + Solid understanding of accounting principles, including debits/credits, adjusting entries, and corrections + Ability to work independently and as part of a team in a dynamic, fast-paced environment Preferred + Experience in supporting property management systems and credit card processing applications + Familiarity with company-specific SQM policies and GCS procedures + Strong technical troubleshooting skills with the ability to quickly diagnose and resolve system issues + Excellent communication skills, capable of explaining technical concepts to non-technical users **Physical Demands** + Ability to safely and successfully perform the essential job functions + Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. + Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor **Reasonable accommodation statement** If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.