First Line Support Analyst
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Job Summary
Their vision is to enable incredible travel customer engagement through personalised timely communications highly automated workflows and AI technologies delivering tangible ROI regulation compliance loyal passengers and cost efficiencies to global travel brands.
They have since grown to become one of the travel industrys major suppliers of passenger messaging solutions. More than 60 airlines rail and travel management companies including British Airways Flight Centre Qantas Ryanair and JetBlue use their notifications platform.
With exciting plans for the future its time for them to expand their growing team and they are hoping you are who they are looking for!
Their culture and values:
Flying high: yet still climbing
They know their stuff and are happy to share their knowledge and expertise. They pride themselves on being at the top of their game and strive to keep learning.
People are their passport to success: theyre at the heart of everything they do
They develop strong relationships built on trust and respect and always do the right thing by each other and their customers.
Accelerating forward: embracing change challenge and growth
Whether its for themselves their colleagues or their customers they are always looking for ways to improve and grow. They are not afraid to challenge the status quo and drive change with enthusiasm.
All-inclusive: they are a strong collaborative community
They share the same vision: to make the best it can be. They pull together to make it a reality look out for each other along the way and make sure everyones voice is heard.
Enjoy the journey: bringing fun and positivity to everything they do
They are proud and passionate to be part of the family and never take themselves too seriously. Having fun is really important to them.
About the role:
The team pride themselves on its strong customer-focused relationships. Their Support team is the first point of contact for their customers interacting with them daily to provide responsive high-quality application support and ensure the smooth operation of the companys platform.
As a First Line Support Analyst you will:
- Provide first-line support for the companys platform and flagship products including:
- Promptly acknowledging and triaging customer tickets and emails
- Liaising with their global customers and external partners to gather information andprovide updates
- Investigating and resolving routine and known issues in line with documentedprocedures
- Assisting with basic fault diagnosis and impact assessment before escalation
- Providing ad hoc reporting where required
- Monitoring core services and responding to automated monitoring alerts
- Ensure all incidents requests and alerts are accurately logged prioritised and documented in line with support processes
- Escalate complex or unresolved issues appropriately to the second line team andcommunicate proactively with the Service Delivery Manager
- Maintain clear professional and timely communication with customers throughout the support lifecycle
- Contribute to process improvement initiatives including documentation and knowledgebase articles
- Stay up to date with platform functionality support tools and relevant technical developments
Measures of success:
- All SLAs are met
- Positive customer feedback from >95% of tickets
- Accurate diagnosis of common issues with a re-open rate of <5% and >90% of escalations within agreed timescales
The kind of person you are:
- Have a Computer Science degree (or a similar qualification) OR have 2 years experience in application support C#
- Able to build positive and constructive working relationships and take pride in delivering excellent customer service
- You have excellent problem-solving organisational and analytical skills
- Experience using AI tooling within a Support function
- Fluent in English with excellent communication skills (verbal and written)
- You have a passion for technology and the travel industry
- A positive can-do attitude
- Experience with RabbitMQ WebAPI WCF SQL and XSLT
- Experience and proficiency with cross-browser cross-platform development
- Test first mentality (TDD BDD)
*This opportunity requires an advanced level of English both written and spoken. Candidates must also be currently living in Portugal and legally authorized to work in the country.
Required Experience:
IC
About Company
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