FCM EMEA Support Analyst – Dedicated & MNC L2

ABOUT THE OPPORTUNITY

Are you ready to take the next step in your support operations or technology career Join our EMEA Dedicated Support team in a hybrid Level 2 support role where youll own relationships with named corporate travel customers while also supporting a broader multinational client base. This is an opportunity to combine customer partnership technical investigation and problem-solving across a diverse travel technology ecosystem. Youll work with highly engaged teams contribute to major incident management drive continuous improvement and help shape how support services evolve through data knowledge sharing and AI-enabled efficiencies.

KEY RESPONSIBILITIES

• Act as the primary support contact for assigned Dedicated Clients.
• Build and maintain trusted relationships with customer stakeholders and internal teams.
• Provide proactive communication and regular updates on incidents service requests and service performance.
• Participate in customer review meetings and support calls where required.
• Develop an understanding of customer environments configurations and business requirements.
• Investigate and resolve complex Level 2 incidents and service requests across multiple travel technology platforms.
• Support the wider multinational customer base through effective queue management and case ownership.
• Perform detailed troubleshooting and root cause investigations across interconnected systems.
• Engage vendors and external suppliers to support issue resolution where required.
• Maintain high-quality ticket documentation and ensure SLA compliance.
• Participate in major incident management activities and coordinate technical resources during critical incidents.
• Complete Root Cause Analysis documentation and drive corrective and preventative actions through to completion.
• Identify recurring issues service trends and opportunities for long-term improvements.
• Create and maintain knowledge articles troubleshooting guides and support documentation.
• Support training mentoring and knowledge-sharing initiatives across support teams.
• Contribute to cross-functional projects and broader business initiatives.
• Use AI tools such as Claude Copilot and FCGPT to assist with triage summarisation drafting knowledge searches and case investigations.
• Analyse case and queue data to identify automation self-service workflow improvement and Level 1 enablement opportunities.
• Propose and implement process improvements that enhance customer experience and operational efficiency.
• Collaborate across brands regions and support functions to deliver excellent service outcomes.
• Contribute to a safe inclusive and accessible work environment where all Flighties feel welcomed respected and supported to thrive.

EXPERIENCE & QUALIFICATIONS

• Proven experience in customer support operations technology support or a related role.
• Corporate travel industry experience preferred.
• Exposure to online booking tools such as Cytric Concur FCM Booking or similar platforms preferred.
• Exposure to GDS platforms such as Sabre or similar systems preferred.
• Demonstrated ability to investigate and resolve complex technical or operational issues.
• Strong analytical and problem-solving skills with a focus on root-cause analysis.
• Ability to manage competing priorities and adapt to changing workloads.
• Excellent written and verbal communication skills.
• Experience working with customers and stakeholders in a professional support environment.
• Ability to remain calm and effective during high-pressure incidents.
• Strong ownership mentality with a commitment to seeing issues through to resolution.
• Experience creating documentation knowledge articles or process improvements is advantageous.
• Confidence using AI tools to support day-to-day case management and operational efficiency.
• Ability to work effectively within a global multi-location support organisation.