Application Support

Join Our Team as an Application Support Analyst

Are you a tech-savvy problem solver with a passion for delivering exceptional application support and enabling seamless user experiences? We are seeking an Application Support Analyst to join our innovative Global IT team and play a key role in driving digital excellence.

We are a leading global provider of luxury travel experiences, renowned for delivering unforgettable journeys and exceptional customer service. With a strong focus on innovation, we are continuously enhancing our technology to support partners, streamline operations, and create seamless booking experiences.

Why You'll Love This Role

• Be the API Expert: Spearhead our Online Trade Partners (OTP) program, guiding partners through seamless API integration and enabling smooth direct bookings.
• Technical Troubleshooting: Provide high-quality Level 1 & Level 2 support, diagnosing and resolving user issues to keep business-critical applications running efficiently.
• Drive Innovation: Collaborate with cross-functional teams to continuously optimise processes and improve the customer experience.
• Knowledge Sharing: Create comprehensive documentation, deliver training sessions, and share valuable insights across the organisation.

Key Responsibilities

• Act as the main point of contact for the OTP program, facilitating partner onboarding and API integration.
• Manage technical escalations, ensuring issues are resolved within service level agreements (SLAs).
• Maintain accurate records of support activities and build a robust knowledge base for future reference.
• Collaborate with development and technical services teams to implement solutions and improvements.

What We're Looking For

• API Expertise: Strong understanding of REST/SOAP APIs and experience with tools like Postman.
• Problem-Solving Skills: Ability to troubleshoot and resolve issues independently and in collaboration with development teams.
• Strong Communication: Ability to explain complex technical concepts to non-technical stakeholders clearly.
• Experience Matters: 3+ years in technical support, integration, or technical account management (bonus points for experience in the travel or technology sector).
• Customer-Focused: Passionate about delivering outstanding service with a proactive and friendly approach.

What You Bring

• Exceptional multitasking skills with attention to detail.
• A collaborative and solution-focused approach to problem-solving.
• Commitment to maintaining secure and efficient support processes.
• Willingness to work occasional after-hours shifts when necessary to support critical application issues.

Why Join Us?

We pride ourselves on creating unforgettable luxury travel experiences and continuously strive to enhance our technological capabilities to better serve partners and customers. Join us in a forward-thinking environment where innovation, teamwork, and service excellence are valued.

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