Level 2 Support Analyst

India·Noida

OtherSupport Analyst

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Quick Summary

Overview

Hello, FCM part of FCTG is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries,

Technical Tools

OtherSupport Analyst

What We Offer

~2 min read

✓Monitor support queues and action within the SLA, acts as first escalation point for all priority incidents.

✓Provide support and leadership as a Level 2/ Level 3 subject matter expert

✓Take ownership of support cases and provide leadership and coordination to achieve the resolution of issues, potentially spanning multiple, complex systems

✓Share knowledge, experience and trends to Level 1 support teams and implementation teams globally to proactively avoid future issues if required

✓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 assistance they may require

✓Building rapport with the Corporate business and teams to better understand their needs

✓Support the Customer Support Leader with any business initiatives as identified

✓Awareness of the corporate business plans and how to support these by driving the correct behaviour.

✓Helping to identify trends from the day to day cases up to leadership for review

Minimum 12 months experience at Flight Centre or 2 years Business Travel external experience
A comprehensive knowledge of the GDS’s and processes
Experience in a commercial or business environment
Online Booking Tool knowledge
Proven success in previous roles

Since our beginning, our vision has always been to open up the world for those who want to see.

As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).

We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.

We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.

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