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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 world’s 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 GDS’s 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 Company’s 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 careers@us.flightcentre.com if you need any assistance.