Global Support - Support Analyst - Remote, USA
Global Support - Support Analyst
Flight Centre is looking for an individual who will be responsible for the support of all global traveler products in use with the worlds leading corporate travel management company. Excellent communication and troubleshooting skills are a core skill requirement as the individual will become the subject matter expert for all aspects of the Portal and Profile... products as well as being a key bridge coordinating support activities with all other global tools. This will require a high level of articulate communication with people at all levels in the company, including the ability to lead the support effort across multiple products and systems as well as with other members of the broader global support group.
Responsibilities:
Provide support for the servicing of Regional teams
Monitor support queues and action within the SLA
Provide support and assist the Implementation Managers with existing implementations
Provide expertise advice and support to the relevant Training teams to ensure that they are training the correct aspects
Provide assistance with profiles uploads and synchronizations in the systems
Share knowledge, experience and trends to the 1st level and implementation teams globally to proactively avoid future challenges
Support team members and mentor any new staff members
Assign cases and discuss/allocate tasks to the development team together with the Product Leader accordingly
Work with and facilitate communication with external clients regarding integration assistance they may require from the development teams
Take ownership of support cases and provide leadership and coordination to achieve the resolution of issues, potentially spanning multiple systems Service Level Agreement measurements
Resolution times
Internal and External feedback (Survey)
General Support Documentation added to the WIKI
Requirements:
A comprehensive knowledge of the GDSs and processes Essential
Experience in database and application support Essential
Proven success in previous roles Essential
Minimum 12 months experience within an Online Booking Tool support team Preferred
Online Booking Tool knowledge Preferred
Minimum 2 years experience working in a highly functioning, distributed Agile / SCRUM environment Preferred
Excellent communicator
Able to communicate effectively both verbally and in writing to customers and staff in all areas and at all levels of the company.
Demonstrated business acumen
Contribute to and understand the business plan. Understand business decisions and seek solutions to challenges as they arise.
Motivated, driven and focused
Motivated and focused to achieve individual, team and company goals
Flexible and adaptable Adaptable due to working with the Business changing priorities
Ad-hoc duties may be required which require flexibility with working hours and place of work due to Company growth plans
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
401k program with partial match
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
#LI-REMOTE
Location Remote, USA
The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Companys Remote and Flexible Work Policy.
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
INTERNAL POSTINGS ONLY - ** Please advise your leader prior to applying **
Travel is booming once again, and our roles are being filled quicker than a nonstop from London to New York. We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact [email protected] if you need any assistance
Apply Now
Flight Centre is looking for an individual who will be responsible for the support of all global traveler products in use with the worlds leading corporate travel management company. Excellent communication and troubleshooting skills are a core skill requirement as the individual will become the subject matter expert for all aspects of the Portal and Profile... products as well as being a key bridge coordinating support activities with all other global tools. This will require a high level of articulate communication with people at all levels in the company, including the ability to lead the support effort across multiple products and systems as well as with other members of the broader global support group.
Responsibilities:
Provide support for the servicing of Regional teams
Monitor support queues and action within the SLA
Provide support and assist the Implementation Managers with existing implementations
Provide expertise advice and support to the relevant Training teams to ensure that they are training the correct aspects
Provide assistance with profiles uploads and synchronizations in the systems
Share knowledge, experience and trends to the 1st level and implementation teams globally to proactively avoid future challenges
Support team members and mentor any new staff members
Assign cases and discuss/allocate tasks to the development team together with the Product Leader accordingly
Work with and facilitate communication with external clients regarding integration assistance they may require from the development teams
Take ownership of support cases and provide leadership and coordination to achieve the resolution of issues, potentially spanning multiple systems Service Level Agreement measurements
Resolution times
Internal and External feedback (Survey)
General Support Documentation added to the WIKI
Requirements:
A comprehensive knowledge of the GDSs and processes Essential
Experience in database and application support Essential
Proven success in previous roles Essential
Minimum 12 months experience within an Online Booking Tool support team Preferred
Online Booking Tool knowledge Preferred
Minimum 2 years experience working in a highly functioning, distributed Agile / SCRUM environment Preferred
Excellent communicator
Able to communicate effectively both verbally and in writing to customers and staff in all areas and at all levels of the company.
Demonstrated business acumen
Contribute to and understand the business plan. Understand business decisions and seek solutions to challenges as they arise.
Motivated, driven and focused
Motivated and focused to achieve individual, team and company goals
Flexible and adaptable Adaptable due to working with the Business changing priorities
Ad-hoc duties may be required which require flexibility with working hours and place of work due to Company growth plans
Benefits Include:
Generous remuneration structure
Travel perks/discounts.
Health & Wellness Programs and Employee Financial Wellness Services
Generous paid-time off policy
National/International Award Nights and Conferences
Diversity & Inclusion initiatives
Benefits including vision, medical, and dental
Employee Assistance Program
401k program with partial match
Employee Share Plan
Global career opportunities in a network of brands and businesses
Ongoing training and professional development
Fun and flexible work environment
Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
Employee giving program
Annual Charity Trip
Office Environmental Program
1 Volunteer Day per Calendar Year
#LI-REMOTE
Location Remote, USA
The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Companys Remote and Flexible Work Policy.
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
INTERNAL POSTINGS ONLY - ** Please advise your leader prior to applying **
Travel is booming once again, and our roles are being filled quicker than a nonstop from London to New York. We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
FCTG USA is an affirmative action-equal opportunity employer searching for talented people who have a desire to build a rewarding, fun, and exciting career with a company that loves to celebrate your success! Please contact [email protected] if you need any assistance
Apply Now