Global Support - Support Analyst - Remote, USA
Posted 2025-04-05Global 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 worldÂs 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 GDSÂs 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 CompanyÂs 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
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