System Support Specialist
The Systems Support team is accountable for all facets of support and incident management for business critical systems utilized by Supply teams and our Selling Partners globally. As a System Support Specialist, you will be providing exceptional service to the Supply division and partners worldwide, while identifying and resolving system-related issues.
* Provide third-level support for queries escalated from Supply and Selling Partners
* Problem-solving to identify and resolve business and system-related issues
* Proactively recommend process change for business improvement
* Setup, maintenance, and support of HELiO, TravelBox, HotelHub, and associated systems for Supply and Selling Partners globally
* Critical analysis, creation, and ongoing maintenance of System Documentation/Knowledge Base articles
* Coordinate in conjunction with vendors on end-to-end release management for all system modifications
* Review system modifications document and execute functional test cases as required
Requirements:
* Minimum one year's experience in an environment requiring analysis of information to assist with problem resolution and business process improvement
* Dissemination of information via written and verbal communication
* Active participation in meetings with business representatives
* Travel industry experience (Retail or Wholesale) and/or Hotel Reservation/Systems experience highly desirable
* Sound knowledge of Microsoft Office suite
* Previous experience in a customer service/helpdesk support/call centre environment